Investigate and refund the funds

My mom did a cash withdrawal on the ATM and the card was captured by the ATM and then she went to the branch which is Marble Hall branch whereby she requested for them to let her in so that the card can be blocked but instead they made her to be on the que.She mentioned that the card was captured by the ATM and if the something can happen to her funds nedbank will be liable for it but still they made her que instead of assisting her to block the card.After 20-25 minutes waiting on the que they decided to assist her and still instead of logging a ***** case they requested her to open a case at the police station and told her that the money is gone and there is nothing they can do.