African Bank - shocking treatment

One of my employees tried to make a withdrawal via an ATM on Monday 27th, but the transaction was declined because it would have exceeded his monthly limit (although he did have the funds in his account). The amount he tried to withdraw was, however, deducted from his account. When he went to his local (Randburg) branch he was told that the funds would be available in his account within 72 hours, however they weren't, and when he went back to the branch this morning to enquire why, he was given a case number ***) and told he would have to wait until 27th November before the funds would be returned to his account. I find it completely outrageous and completely unacceptable that he should be denied access to his funds after they were mistakenly debited from his account for this period of time. I understand that it would take a small amount of time to verify that the attempted withdrawal wasnt paid out, but to ask him to wait for a month to verify the bank's mistake beggars belief. He was able to present the ATM slip showing that the transaction was declined because of exceeding agreed limits, but this just feels like the bank are withholding repaying the money for no valid reason. As the attempted withdrawal represents almost the totality of his monthly salary, he has to somehow survive without being able to pay rent and transport of buy food. Take ownership of your mistake, African Bank, and do not disadvantage your customers because of your failed processes!