Sad,disappointed,hungry helper.

My helper (Lerato Maema) and the whole family are so disappointed by the service received from FNB westonaria branch.I sent R2700 to my helper s cell phone via ewallet on Saturday (23/04/2022) morning at around 6am. At around 12:22 pm same day my helper went to FNB westonaria branch ATM to withdraw that R2700.She got into the ATM,put in the ewallet pin to withdraw all that money,unfortunately the money was not DISPENSED from the machine,she waited and waited until the receipt with a R0.00 balance came out and still no cash was dispensed.She called the security to come over to the ATM without her leaving the ATM,she reported the matter to him,and he advised her to stay on the ATM while he goes inside to report the matter.She has been on the machine for +30 minutes until the security came to call her to go inside the branch,where the FNB personnel Lucky Phiri helped to fill in the ATM CLAIM FORM,and he promised her that she will get a call/sms within 24 hours to come and collect her money.She waited and never got any correspondence from the bank,and then on Monday (25/04/2022) around 1 pm she went again to the same branch to inquire about her money,where she was told to wait for a lady who works with ATM claims who will apparently arrive around 2pm.She waited and that lady attended to her and told her that she will get a call/sms in 2-3 days,not 24 hours anymore.she left the branch devasted because that's her only income and she had nothing to give to her kids on her pay day.she waited and still nothing happened until on Friday (29/04/2022) at around 12 pm when she decided to go again to the branch.she was attended by the same Lucky who acted surprised that she didn't get her money yet,he made the copy of that ATM claim form and and said that he will give it to the right people who will call/sms her in 24 hours.he ordered her to go back home without thinking that my poor helper is busy borrowing money for taxi fare to go to the branch without getting any help.how much longer must my helper wait,how is she supposed to buy foods for her kids and pay her rent,who is going to pay for all this taxi fares (borrowed money),is It FNB westonaria?I plead with FNB westonaria to please refund my helper because really this is affecting her family and her work,the whole week going in and out of the branch without getting any help,this is not fair,is this the right customer service?