DISFUNCTIONAL ATM

My fiance had got paid on Saturday morning, he decided to stop at Beatrice Street ATM to withdraw cash. When he did get to the ATM he punched in his pin code and the amount he wanted to withdraw. The ATM then asked him if he wanted a receipt and he said yes but thereafter the transaction cancelled. On the ATM screen it said withdrawal not complete. The ATM printed a receipt saying transaction not completed and did not give his card back. Within minutes he is getting smes that money is going out of his bank account in City View ATM. My fiance, in that panicked state, tried to call a helpline or find some sort of help from the ATM but there is no tollfree numbers on that ATM. He then had to rush home to find a number to call to stop the card but by then all his money had been withdrawn from his account. He then went to the bank which was extremely busy and spoke to a consultant who told him he has to wait a further 3-4 months and there is no gaurantee that he will be getting the money back because they have to investigate. This is ridicolous!! This is no fault of his and it doesnt make sense why he should wait. What does he do from now till then? He needs further clarity ASAP!!!