ATM switched off without giving me my money

Good Day, I am writing to you on behalf of my step father. He lives in welkom freestate. This afternoon at 14h10 he was at an ATM at the branch in welkom he says he inserted his card into the machine ,punched the pin and put in the amount to withdraw which was R2500. Upon that the ATM shutdown and there was no security he quickly went inside to report the incident where he was told there is nothing they can do. Walking up the machine was back on and there was a lady using the same atm who claimed not to have seen his money. My question is how come thr branch cannot assist with footage and also to check atm recon or investigate the matter. This is totally unacceptable. We are talking about a man who works hard at a mine to earn a living next thing banks technical faults are made his problems without sufficient efforts by the bank in question. Please give direction otherwise I will need to liaise with that banking ombudsman. His number is *** and his name is Lawrence. Please get in touch with him and try assist client.

He works underground and his phone is off until 14h00 or 14h30 weekdays.

I hope to hear from you soon.