Capitec ATM fault costs pensioner her SASSA grant, and no help offered

My mom is a SASSA pensioner. At 9:06 AM on 2 November 2023 she did a balance enquiry on a CAPITEC ATM, ATM ID 1505 NCR GOODWOOD N1 C4, Transaction ID ***, showing a balance of R 2112.02. She tried to withdraw from the same ATM, and it said transaction declined, daily limit exceeded. However, immediately afterwards the balance enquiry showed a balance of R 3.57, so the money was taken out of the account, but not paid out. ALL ATTEMPTS to get Capitec to sort this out failed. The branch manager was most offended at the fact that my mom and myself could be frustrated, and told us he went to ask at CHECKERS(!!!) how to sort out such an issue with a SASSA card. He refused to check the ATM logs, or ask his head-office to check such log. He never noted down the transaction numbers or any relevant important transactional data. A call to the head-office by myself resulted in being told that they cannot help, I HAD to go to the branch, and head-office assured me that the branch will help, even phone SASSA if need be. The branch manager showed no willingness to help us, and clearly showed his distaste for us for being angry and frustrated. My mom is a poor pensioner who cannot afford losing her money, but Capitec could not be less bothered. It is the 20th of the month, and still my mom has no answer. Since Capitec is not even willing to look at the transaction logs to determine what went wrong, she has resigned herself to the fact that Capitec has now got her money (or whichever cog in the machine between SASSA and Capitec has it) and that she will never see the money again.