Card-less total failure

A client paid me through cardless, on my withdrawal the atm I was using either had no money or it was offline because the machine cancelled the transaction. I went to the next ATM, a different branch, the machine responded, "voucher used already", went into the branch, I was told to call the 0800 toll-free No. The person assisting me told me, "an investigation will be done & after 24-48hours then we will refund the sender". My question, if this was a squeeze by my client to pay me & when returned bank charges eat from the money, will Nedbank give my client the charges I will be imposing on my client or they enjoy seeing people swim in debt.. I was considering switching to Nedbank but after this I won't be recommending Nedbank to anyone.