Not refunding money to a pensioner

My mother withdrew money from a Std Bank ATM ten days ago and the machine was empty even though it took the money from her account. The call centre said the mayter would be resolved by 27 nov 2017. This morning she was advised that nobody was assigned to the problem and they will only get back to her in a few days. This is absolutely disgusting service and they are *****ing money and potential interest from a pensioner. I will be closing the account I use at Std Bank as the lack of urgency in resolving queries is evident. Useless bank.