Atm faulty, money never came out of the atm but was taken put of the account

Last week Saturday I ws sent by my dad (who is a pensioner) to withdraw some cash from his account. when it was my turn I punched in the pin, then the amount to withdraw but it never came out (i think the issue was the network) it canceled the transaction and the card came out but the money got taken out of my dad's account. I called them almost immediately and the assistant said she can't assist me since I'm not the cardholder, I was assured that the money wasn't gonna come out after I had left. So I took a taxi home and called them when I was with my dad. We were promised the money would be reversed to my dad's account by sunday in the morning. Monday morning my dad went to the branch to enquire about the issue, he was told that the money was withdrawn from the account but they will send a reference number of the complaint and a notification of the reversal and still they haven't. They cant tell is how long the issue will take to be resolved. How long will the atm people check the atm, don't they do that on a daily? Because my elderly dad was told The cash was withdrawn he believes I stole his cash. Please help! My dad's name is T. R Ntimana