card skimming

it is with great sadness to have to write about this here i am writing this on behalf of my grandmother who is 82 years old,recently on the 25/08/2015 she sent my younger sister to withdraw for her as she is unable to go to the ATM herself for she is epileptic and her movement is limited as she uses a stick ,she went to the FNB ATM at Diepkloof square where the card was retained by the ATM then there was a withdrawal made of R1000 i called absa immediately after it was swallowed to stop the card and was advised there was a withdrawal i must go in the branch regarding this,i went to the branch on Saturday the 29/08/2015 with my grandmother to get a new card an log a withdrawal dispute ,and was told that a dispute cannot be logged because the card was swallowed by the ATM we can only log a dispute if the card was in her possession and there was a withdrawal , i work for bank i was totally surprised as to how this works because if the card was retained by the ATM a withdrawal dispute needs to be logged for an investigation ,my grandmother has been banking with absa for a while ,and when such service is provided to senior citizen its very saddening let alone disappointing.