Bad service

My mother withdrew r2000 from a Capitec ATM in Witbank, the money didn't come out but was deducted from the account. She enquired inside and they told her they'll investigate, that went on for about 3 weeks. Investigation came back clear no wrong findings of the ATM and she will not get her money back. They gave her some number to phone and see if she can retrieve the money herself. To say that I am disappointed is the least, how does that even happen in today's time. Why didn't they check camera to see if the money came out. There are always complaints about Capitec but this was the last straw my mom is definitely changing banks.