Speed up process, its Christmas

My Mom went to draw money from the Capitec ATM on Friday 11th December.I have seen the footage on a security camera. The one suspect makes one of the ATMs out of order by doing something, the other suspect goes quickly and fiddles with the other ATM,he then points my mom to the ATM, that is working,where my mom says to him no she wants to use the other one, he then explains that it is broken, so she goes to the one that is working and inserts her card,after which she enters her pin, but the machine wont work,so the suspect walks up and tries to help her,and somehow takes her card, after all this they eventually realise the card is gone. The manager is assisting my mom, and they block the card, but not before they show my mom that R3000 has already been drawn. Even after the card is stopped, they still manage to purchase R7000 airtime. This is not acceptable, as this was all happening while the bank is open. Where is the security, then we get told my mom compromised the pin.Capitec is to blame, how do they allow people to compromise there ATMs,all this while the bank is open. My parents have no money left, and have to wait 11 days, that is Christmas, I want there money back ASAP,