unauthorized transaction

My son went to withdraw money at ATM. His card did not come out of the machine. I was a few minutes from where he was and so he called me. I immediately called Capitec to cancel the card. The call center told us the card has been stopped. This happened on the 26 October 2017 @ 20:16 when we called them. Immediately after we ended the call, my son got an sms notification that R3000 has been withdrawn from his account. This sms came through at 20:19. This was less than a minute after the first call because we were on the first call for 2 minutes and 34 seconds. We phoned them immediately after the sms cam through. They had no explanation as to how this happened, and the ATM where his card is still in up until today is a FNB atm, but the money was withdrawn about a kilometer away at an NEDBANK atm. My son went in to the bank the next day to dispute this, and was told it will take up to 8 days to sort this out. Each time he had to call Capitec because there was no contact from there side. They asked him to send them a screen shot of the calls that we made, and we did that. Still no word from them. Today we send it again to them, and they told him that they not going to give him his money back. There laim excuse was that the call was made 5 minutes after the money has been withdrawn. The call records proofs that the money was withdrawn seconds after the first call. It could have even happened while we were on the first call with Capitec. Today he went again to them to ask a proper explanation, and if not, then they must give him a letter that would state why they not going to pay his money back, because he wants to take this to the ombudsman, and they told him it will take 5 days for them to get his this letter. Money that he worked very hard for, and they just pulling up there shoulders.