Clueless Standard Bank

My mother deposited money for her brother at the ATM however the ATM indicated their were invalid notes.

Usually those notes would be pushed out by the Machine and you are given the opportunity to replace the notes with other notes. This was not the case.

The machine indicated the amount of cash that will be deposited which was R200 less than the amount she had inserted into the ATM.

When my mother went to the bank she was told that they are unable to give her money back until the account holder she deposited the money to contacts them.

Why would this have anything to to with the account holder?

Thr ATM did not release the notes that was found invalid and now everyone at the bank is clueless.

This happened at Standard Bank Zevenwacht mall.