Absa cards ****s!

Hi My mother went to the main Absa brach in Welkom to withdraw money. We have used it for years as the atms are inside the building and always have sercurity guards. But today something different happened. She inserted her card and the atm requested for her pin. As soon as she put her pin in, the atm swallowed her card. She requested that the sercurity gaurd help her get her card back and the call for help from inside the bank. He refused 2 help her. She stood at the atm and while she was still standing there dailing the stop card call centre she received a notification that R3000 had just been withdraw. When she called the stop card call centre they informed her that the money was withdraw using a card. What is so confusing is how does this happen when she never left the atm? And how are atms inside a banking institutiom skimmed if they have cameras and security unless if this is an inside job. This all happened at about 16:45. I'd be thinking otherwise if this happened at a stranded atm outside a building or garge but this all happened inside a building of the Absa bank. My mother has health problems and still have to work to put food on the table than this happens. Will she be refunded her money back and how long will the investigations take?