R5000 withdrawn from account

Mr P Naidoo wanted to draw money form the ATM, the guy who had just finished in front of him offered to help but Mr Naidoo and his son-in-law declined the assistance. Put the card in the ATM and entered the pin as prompted. They suspected something wasn't right because the screen just said 'processing' for a long while. They then decided to stop the card as the guy who offered help was still lurking. As they were calling, a notification came through that R5000 was withdrawn from the account. They then reported the matter at the Alberton branch and were told there was nothing the bank could do. They went back again the following day (28 Feb) and were given the ***** division number, no one assisted them with calling or information. Mr Naidoo and his son-in-law say the guy was at the ATM a while but the machine didnt look like it had been tampered with and the guy didnt take the card or request a pin so I fail to understand how Mr Naidoo cannot be helped by the bank when he had left his money in your safekeeping