Flabbergasting service for elders

I am flabbergasted at the way you guys treat clients. My mom went to withdraw money but with you guys not having enough ATMS to cater for your clients and being month end she decided to use another banks ATM and the card was retained and never even got to put in a pin but she received notification of R1200. 00 withdrawn. With my mom not having knowledge of banking she did not go into the branch. She called me and i advised her to block the card and then advised her to go back to town and go inside the branch to log a ***** case. A consultant at a branch in Thohoyandou assisted her to log a case and was advised she will get feedback by this weekend. Today my mom received a call to tell her she will not be refunded because she did not go to the branch immediately. The point is she was ****med and her going to the branch later should not even be a factor. She had a Sand truck delivery waiting for her at home and was too stressed because that was the last money she had and I had to send her the money in order to pay for the Sand. Ur guys excuse of not paying her is pathetic. Please can someone attend to my mother's quiry ASAP as am not satisfied with the feedback provided. I have provided my details below so please call to ger my moms details