Bad service

My mothee went to deposit money at FNB Soshanguve Crossing branch. The ATM did not print the receipt for her to confirm the deposit. She went into the branch and she was told to wait 2 day. She left there even more confused and worried about the money. To make matters worse, she was making a deposit into SAB account so she could get a delivery from them tomorrow. Now this means that there will be no delivery and this will impact badly on her business. The last time this happened to me they checked immediately on the system and confirmed the payment. Why did they not give my mother the same service?