What has really happened to the phone and why all of a sudden is a case close without any effort made by the store and the police man

Good day On Monday 1/11/2021 My mother was at usave at krugersdorp around 14:00 she bought all that she needed and as she pays she forgot her phone on one of the tills and left a few minutes later she went back to get her phone and the security guard "said your phone is at the till" and as she goes back to the till the cashier said she gave it to another customer without checking and even the street vendor said he saw the cashier giving the woman the phone even helped my mother running after the lady but they couldn't find her and she was advised by the manager to open a case as the is nothing she can do. She opened the case on Tuesday, but now the manager says this is non of her business and the is nothing they can do because the security company even refused to come to the store to to give excess to the camera room so the police man said she will call my mom when they come and show him the footage. Today on Thursday 04/11/2021 the police man said the till that my mom was at the footage is not clear and it only shows my mom paying and leaving her phone and the other customer taking the phone but they can't tell what she is wearing or where she is working and now the footage is not clear today as they say and what they told my mother on Monday is not corresponding and after took my mom up and down today they say they can't help her this is a case close all of a sudden Manager:Alice Cashier:Ntokozo Security:Kagiso Case number:38/11/2021 Today they say is a case close they can't help her but how come it feels like someone got paid to end this case Usave krugersdorp (shopprite group of companies)