Disregard for pensioners

On Behalf of my pensioner mom. 06/10/2015 at 10h43, she withdrew R1000-00 from the Standard bank ATM situated at Wilrogate 1 in Roodepoort. On dispensing the money, it was accepted that the amount was correct and in order, however, when doing purchases later in the morning, she noticed that one of the R100-00 notes was torn and she only had one half of the note. She did call on Westgate branch, however, was advised that unless she has the actual ATM dispensing slip, they were not able to raise a query or investigate the incident. My mom did receive an SMS confirming the transaction (it is from this that I have obtained the exact details) which was available to the staff at Westgate should they have had any interest in client service both on the cellphone or on your computer system. Although the staff at Westgate were not willing to assist in raising the issue, they were eager to keep the half note?????? (I fail to see the purpose of this except to get R50-00. The note number is as follows: HB***D). My mom, being over 76 years old, left the note there but after discussing with me, I advised her to call back and obtain the half note which she did. I logged a query but no reply