Not keeping up to service and bank charges

My wife was fruaded at one of Fnb's ATMs in centurion which supposedly supposed to have camera's.The ********* had placed a ten cent coin in the slot where the card inserts he acted as if he was drawing money prior to her as she approached the atm and tried to insert her bank card the ********* pretended as if he forgot his slip he then offered to assist with inserting the card without response he took the card and managed to insert the card ... After inserting he said just enter your pin and walked on ... As the pin was entered the Atm asked to enter cell phone number , my wife had found this to be out of the ordernary and tried to cancel transaction as she attempted doing this an Sms Had already come from Fnb saying that 3000 had been withdrawn ... My question is how did the ********* have control over the Atm as well as how does money go from account to account without paper trail ... Money never came out the Atm as well as the ********* tried making another 2 transactions which were declined ... We had cancelled the card and after investigation no refund ? If we trust the bank and the systems in place why doesn't the bank have systems in place not for such ***** to take place?