Shocking response

On the 31st of January my Mom, who is a pensioner withdrew money from an ATM at Baywest Mall in Port Elizabeth. Upon her receiving her money she noticed that in between the notes was a bank atm teller receipt dated the 24th. She thought nothing off it and left, only to realise that she had apparently been paid R200 short. She started crying and left. Our landlord was with her when this happened. My mom is not technology savvy, so I proceeded to log a complaint via ***. Until now I have not received as much as an email notification that they had received the email to investigate the matter. I then proceeded to contact Capitec Bank via FB, only to be asked two days later had my mother reported the matter. So apparently a third party isn't allowed to open a query on behalf of someone else. It is now more than 48 hours and the matter hasn't even been given an overview, let alone a possible investigation.