refuse to pay money out

Today the 24 April 2015 my mother a pensioner age 69 years old went to standard bank ATM to withdraw her pension witch she gets every month on the 24 after she put her card in the ATM a slip came out to say there is a technical error she went to another bank the ATM said she withdrew already the amount which she never got by standard bank she then went into the bank they said she must wait 7 days before her money can be paid back into her account they can at least tried to accommodate her which they never did she is only a pensioner and rely s on her pension every 24 of the month this is not the first issue we had with standard bank they are really bad with customer service