PLEASE REFUND OUR MONEY

On 4 july 2015, my wife went to the ATM at Birchleigh North shopping centre. She put in her card and pin number and immediately the screen became blue and did not work until she left.While wondering what happened, she recieved an sms saying all her cash had been withdrawn. A query was raised with the bank and they promised to investigate. After about a week or two, they said that someone had taken her card and used it to withdraw. This is completely confusing because my wife was still at the ATM when the sms came through. The bank futher claims that her ATM card was not in the machine when they checked. We need answers on