GBP wallet atm withdrawals not reversed

My mum has been trying to locate her cash that was withdrawn at an atm offs**** that was not dispensed. Logged a dispute with Nedbank dispute team on the 29/09, it is now 03/12 we still dont have an answer. Previous correspondence from Nedbank said the transactions were reversed so the funds should be in the account. However they did not credit the account. Wondering if this is ***** internally at nedbank. Escalated to the manager Lillian Ma***o, and still no response. They are waiting on someone else to give feedback with no timeline as to what happened. A simple answer if the atm did not dispense and the UK has sent the funds back, why is Nedbank holding onto it. A 74yr old women is stressing has anxiety due to having lost this money. No sympathy from nedbank staff or management. Unacceptable levels of service. Dont even both to keep the client in the loop of what is happening.