Nedbank ATM took my grandmothers pension

I went on the 5th October 08:45 to withdraw my grandmothers pension from the Nedbank ATM centurion mall - Whilst withdrawing the fund and almost nearing the end of the transaction the card was released and the machine timed ot and rebooted itself and I never received the funds I stood by the ATM till it rebooted to ensure the funds did not come out once rebooted and nothing. I then went to the machine next door and it showed the funds were withdrawn however I never received the cash. I went into the Nedbank branch they told my it is mt grandmothers card I must fetch her and come back before they can assist. Which I did however she is 79years old elderly and we stood in the queue only to be told it is a Sassa card and not their problem even though it was their machine that switched off and rebooted I the middle on the transaction the manager then told me we need to go back to Sassa. My elderly grandmother has no money to even get to Sassa had to borrow money travel all the way to Sassa head office and stand in a queue passed onto the post office and then they said it will reverse after 7 days We waited 7 days nothing we went back to the post office they advised the statement shows the money was withdrawn there is nothing they can do to assist This is an elderly pensioner who is just trying to get her pension to survive and this is the way she is treated by Nedbank This is unacceptable She has no money since the 5 oct and bills to pay where is the willingness to help I feel this is the banks fault and needs to correct this as their ATM rebooted this is not the clients fault or Sassa Shocking service from Nedbank I moved to Nedbank a year ago and now after this its got me asking if I should rather move with the way you treat you clients