********** transaction assistance

Being a regular customer of Takealot.com, I really feel that more could have been done to assist my grandmother with a ********** transaction, that happened recently without her consent or knowledge. She was told by Takealot that she needs to speak to her bank - ABSA - for them to request the information from them (Takealot), and ABSA just rep**** by saying she needs to provide the info herself. My Grandmother has never even logged onto Takealot. I trust that something can be done about this to prevent ********** transactions like this reoccurring...