Help please - unacceptable rejection of claim

On 29 October 2015, one of our staff, Ephraim Tinofamangwana, went to the Standard Bank ATM in Grabouw to withdraw his salary. There was no one around him. He inserted card, keyed in his pin and the machine said \Invalid card"and swallowed the card. He assumed it was in the safe possession of Standard Bank and did not have air time on his wife's phone"