Unprofessional and disrespectful consultant

I've sent my cousin to make a withdrawal from my SASSA bank card. At her arrival she withdrew the money at around 12:35 Capetic ATM at Spar Smith Street, after finishing the transaction the money got stuck in the ATM and they could not pull it from the ATM. The consultant from the branch saw the incident and went to the ATM to witness the money that was stuck inside the ATM. Then Mpendulo and my cousin went to the branch to report the matter and they were told to call the SASSA with the matter they said they could not resolve the matter is the ATM issue. I went back to the branch with the feedback from SASSA and the consultant rudely said she could not help because the money was not taken by her and there is nothing the branch can assist with. And no claim form or means of assistance from the consultant from the branch. Soo can we be refunded. Today R900) Thanks