****a shop treatment

My mom's Woolworths credit card was retained by Absa Atm while she was trying to do cash withdrawal on the 09th March 2018.She called the stop card dept to stop her credit card,after stopping the card she was told that the were two transactions whom just happen of R1000 and R1999.99 .She was advised to visit Woolworths branch to open ***** case which she did on the following day 10TH March 2018 at Woolworths Queenstown. No ***** reference number was provided to her, she visitised Woolworths branch countless times to do follow up but she was not getting any joy.Today she went there again only to be told that she must go to Absa Bank they can't help her.