Is this an inside job tymebank?

My dad was ****med an amount of 1000 from tymebank ZA they opened a case with their ***** department with "it's not guaranteed you will get your money back" gave them the numbers and any information they can use. Currently we have been trying to get hold of tymebank to atleast give us the serial number of the voucher of 1000 that was purchased. They don't respond to their Facebook inbox, they don't even take calls I have been calling the whole day the first agent called Lerato dropped a call on me, when I tried to reach again finally an agent called Bongani picked up and I told him I have been trying to reach out to you guys for the whole day but no one was responding and I am out of airtime Bongani asked for my numbers to give me a call even now he never called me back. I'm starting to think tymebank is a **** itself. How can a bank like this let people get into their clients account, I mean those ****mer have every access from id number, account number, card number, the last transaction a person made and the amount a person have in their tymebank account. Now I'm going to ask? Is this some kind of an inside job to make your clients money disappear and never assist them with getting their money back? The very same ****mer is still using the numbers that I gave to ***** department. By now they could have gotten that ****mer. But what is really going on with tymebank lately with people losing money?