ATM

I went to deposit money at an absa ATM at the Pretoria CBD. The machine ATM took the money but the money wasn't deposited in to the account. I was depositing into my mother's account, I was told to tell my mom to go to customer care. She had to go into the bank, sick. She was not helped because the consultants said they didn't know how to log in to the account. I don't understand how. The money was deposited to do a covid test and we couldn't do it because we waited 2 hours to be assisted and didn't even get help. We got a call today, the consultants say they still can't help. My mom tested positive at a clinic, so she cannot go to the bank. It's frustrating