Credit card enquiries

The service Mom received at Woolworths Dundee was not professional. She had a problem with her Credit card, they told her that she must go to ABSA then we went to ABSA, when we get there they told us to go back to Woolworths, so now we confused what should we do coz we open the account at Woolworths not ABSA. Someone is busy using the Credit card and it charges us. Please assist