Useless service

My mother went to withdraw cash on Saturday at sontonga mall . When she got to the atm there was a error with the ATM the slip said transaction failed she then went to the ATM next to her where she managed to withdraw R500 to her surprised when she checked her bank balance it was on zero cause the transaction that failed somehow the money left the account. Now what I want to know is why did u so called investigation took few hours and the verdict was that there is no refund for her . That's Ludacris and pathetic u guys rob people off the monies cause u know they do nothing about it . My mother deserves her refund cause she the 1st transaction wasn't successful why is she begin penalized for that . If she's not going to get her refund we taking matter to the ombudsman. U filthy ****** nxa