Withdrawl dispute

Last week friday the aunty logged a withdrawal dispute she went to fnb atm where the atm restarted and the money didnt come out ,now this was her grant money ,it was my husband who assisted her to draw the money and take her to the branch to log the dispute he toke videos of the atm and everything that happened at the time and presented it at the branch ,Now im pleading that this case be escalated and seen to immediately as this aunty is going crazy ,this was her grant money , everyday she goes on like a mad thing screaming and that ,please escalate and help the old women