Exploiting pensioners

My mother, who is a pensioner has an investment with capitec from which she withdraws an amount of R1000pm, such amount she uses to survive on and support her two grandchildren. On Friday the 28th September 2018 she went to withdraw the amount at Westgate Mall in Roodepoort and the money did not come out, she waited at the bank and it gave her a receipt saying transaction failed, she went inside the bank to report the matter and they asked her from which machine she had withdrawn, she told them and they told her that the machine is offline so they cannot check what went wrong, they told her to go home and they would investigate the matter and call her within two days, she went back home with no money and no food as she depends on this money to sustain herself. She didnt hear anything from Capitec all weekend so decided to go back and ask today. She went back to the bank and was told that the matter was closed and her dispute was declined. No one gave her an explanation as to where the money went or how they came to the conclusion that the matter must be closed. She then requested that they release her whole investment as she can no longer trust them since her money just disappears, they refused to do that too, now my mother is sitting at home with no money to buy food or pay for electricity and her other needs and Capitec does not care. Should we not get assistance by the end of tomorrow I will be taking this further and reporting Capitec on all possible platforms, I am appalled by what they are doing to my mother