Drawing money sent via pep at pep princess crossing

Good day. I was at Pep Princesses crossing at around 14H25 to draw cash which sent to me by family member, actually my aim was to draw that money at ATM but atm was not working. The lady who attended my at Pep gave the most horrible experience I've ever seen at pep stores. I sincerely asked her that I would like to draw cash because ATM is not working:the first word she said was No, then she said I don't have money and my system is offline. I am not sure between this 3 answers which one is correct 1 No 2I don't have money 3 system is offline. How many customers enters the store to buy since 09H00 and she never bothered to ask how much i sent to me and how come is your system offline when you are able to help others. I suspect the mission of that particular store is to not help customers who wanna draw money. The why pep entertain that kind of business if it's staff are not properly train to do it or if they think is less important. This is horrible and unacceptable especially coming feon such big retail store . That lady don't know why it is important to respect clients and being professional she might not like helping customers with that particular service but did she know the importance of that money to me.