Elderly not assisted accordingly

Good Day,

On the 10th of May 2018, my grandfather was ****med at an ATM located at the Jabulani mall branch. Upon realizing that he was being ****med and his card has been retained by the machine, he went inside the branch where his card was cancelled. However a R1000,00 was withdrawn from his account. He was then told that he needs a new card but due to him having insufficient amount in his account (after the R1000,00 was withdrawn by the *****) he will need to come back later when he has money for the new card. It is appalling that the R1000,00 that went missing was not investigated since he did explain his situation and was in the vicinity of the branch and he reported it immediately. Is this how ABSA treats the elderly? Why was his case not investigated since he was ****med at an ATM next to the branch?