Your own bank robs you!

My dad of 69 years of age went to the ATM to withdraw cash. The ATM swallowed his card, he did not receive the cash or receipt. This occurred roughly around load shedding. We logged an inquiry 10 minutes after the incident and he went into the bank to retrieve a new card. Less than a week later we received an sms saying no refund will occur and we should contact the bank for more information, I spoke to two different agents in the span of two days and no one could provide feedback. I logged an urgent investigation and after a month of me pestering I received feedback simply saying the atm tallys up and my dad wont get a refund. They are now taking their own sweet time providing the atm video footage. The assistance received is pathetic. This is not the first person I know that this happened to. Do not make with them and we will be making a case with the ombudsman.