Capitec Bank ****s pensioner

My mother was withdrawing her SASSA grant from the ATM outside Capitec Bank at Burgersfor in the first week of August. She only received a receipt without money; she went inside the branch, where they promised her they would investigate what happened. They indicated that they checked the cameras and indeed she did not receive any money. It's been a month now the old woman hasn't received anything. What kind of bank is it that ****s old people out of their pension money? Can I please get help so that this bank will pay back my mother's money, which she rightfully deserves as a citizen of SA.