ABSA poor service on money not received from ATM

My wife draw money from the ATP - R1000. She did not get the money. She cancelled the transaction, but her credit card disclose that she draw money and did not reverse the transaction, as has happened before. At another ATM, she draw money, which she received. She reported it to ABSA. Ref. nr: C-***5. ABSA came back and stated that her complaint has been closed, WITHOUT ABSA REVERSING THE TRANSACTION! My wife is a client of ABSA for about 40 years and this encounter leaves a bad taste. SHE DID NOT RECEIVE THE R1000 WITHDRAWN AT THE ABSA ATM!