FNB ATM swallowed Sassa card

On Friday 3 November, my grandmother tired used the FNB ATM at Mall of Africa to withdraw money from her Sassa card, and the card swallowed the machine. She entered the card into the machine and before she could even enter the pin, the machine displayed a red screen with the words "device recovery in progress". She went into the branch and informed the staff that the ATM machine had swallowed her card, she asked if it was possible to retrieve the card, but they told her the machine had cancelled her card. She asked them to retrieve the card even it was cancelled and was told it was not possible. This is an FNB fault and she received no tangible help for anyone at FNB, now my grandmother has to go through the process of reapplying her for Sassa card, she's old and traveling is difficult. The least FNB could have done was assist her in her time of need. FNB is the worst!!!