Terrible Support and Assistance

For years my mother has been a loyal client of Standard bank. She had ***** on her account on 6 January 2024, it was reported immediately. On the 8th she went to the bank and handed in all the documents they asked for including the SAPS case number Up to today not one call not one email besides shoving her around from one person to another. Numerous phone calls later and she got told there was a duplicate case number and they cant see anything but case is closed, not an explanation or nothing, she made 3 calls back to follow up again as nobody calls her back. So is it her case closed or the other person that got issued with the same case number as hers from Standard Bank. WE NEED ANSWERS PLEASE. She runs a NPO and the *****sters cleaned out both of the standard bank accounts. They knew everything about her and the account, even to the last cent in every account, that makes totally sense that her information got leaked out by somebody at Standard Bank (confirmed by Standard Bank that its an inside job). We sitting on just over 6 weeks with no concrete feedback and support from Standard Bank. Is this the treatment you get for being a long standing loyal client?