FNB - Disappointed a Pensioner - took the card and now have to pay extra

I used an FNB ATM terminal at Trade Route Mall Lenasia to withdraw my mums pension, and the machine hang and eventually i tried to return my card but the ATM was hung, my mom needed her pension desperately and her card got stuck in the machine due to FNB, now she has no money, she has to pay R50 to get a new card - and she is a pensioner, how disapoointing from FNB