Capitec Bank no empathy

My domestic Ms Joyce Mtshali attempted to draw money at the Nedbank ATM at Westwood Viilage, Boksburg on the 01 June 2019 with her Capitec card. When she inserted her card the ATM went off and her card was stuck in the ATM, 5 minutes later R3,000 was withdrawn from her account whilst her card was still in the Nedbank ATM. She went to Capitec Bank in Daveyton on the same day and they told her even though its *****, since the money was withdrawn they can't help her, on her insistence they called Cape Town Capitec but they gave her the same answer. How can the banks expect the public to be liable for this type of *****, is it not their duty to protect their customers? Joyce is a single parent who earns a minimum amount of income with a daughter in matric, she cannot afford to have this type of losses.