Pensioner ****med by capitec atms

today 2/06/26 My mother went to capitec bank atm in tsakane mall around 07:30 to withdraw her pension money she inserted the card typed pin selected amount of 3000 the atm made a sound as of its counting the money it went on for a while until she pressed cancel because nothing was happening,she tried again same process machine did the same thing she then cancelled and went to nedbank atm as she had my dads card aswell thinking the atms are either system faulty or don't have money,when she got to nedbank amount declined she decreased to the lowest amount 1000, still to her mind she thought may the money is still to reverse from capitec as such things do happen sometimes when atm is faulty,when she got home checked her cellphone and realized that theres a transaction message of 3000 but there's no second one stating the reverse transaction ,she went back to the branch and reported the matter they assistant said they report it she should get a message 3-4hours later she gets the message stating no refund will be made withdrawal of3000 was made,question is by who ,when she canceled all those transaction as atm was not doing anything no money came out ,cant they atleast look into their camera footage before concluding this as simple as that ,my mom has been emotional whole day,blood pressure climbing high I'm really not happy about how this was conducted