Nedbank Didn't help us

Hi I would to know if you get ****med at ATM and when go inside the branch their is only telling you you money has been taken by ****mers while you were using ATM the only thing you can get now it's a loan is that a professional help that expected from the bank? And the second thing they should know that you to sign such a form or ***** document and although they don't even bother to give your money back is that a fair to Nedbank customers because my wife got ****med 2 moths ago even now they never paid her or maybe you should be a millionaire at least to get help