PEP store's Pathetic Money transfer

On the 12th February 2015 my mother went to PEP in VaalWater to transfer money broken into 3 transactions.<br> It was a total of R2500 broken down into 3. (1)R1000 (2)R1000 and (3) R500.<br> The following morning on the 13 February 2015 at around 10:50 two amounts were successfully withdrawn i.e R500 and R1000 and the other R1000 was not successful and later on that day my mother attempted to withdraw the remaining R1000 at Absa ATM Mokopane at around 19:51. She got technical error message from the ATM stating that she needs to consult the branch. but when contacting PEP customer care she got the most pathetic services in customer care history from a rude consultant by the name of Sinazo. Despite how many times she has called and explained that the money was not withdrawn PEP insists on saying the money was withdrawn and no investigation or whatever has been done to prove that the money indeed was physically withdrawn. This matter will be escalated to Consumer Protection Act should her money not been returned to her in the next 48hours. She works hard for her money to see scavengers like PEP de*****ing her.