Sassa withdrawal

Every month my father, who is a Standard bank client & who lives in Velddrif, withdraws his Sassa money with his Sassa card from the ATM at the Standard Bank in Velddrif. Today, on doing his monthly withdrawal, no cash was counted out into the cash tray, but the ATM reflected the withdrawal as being made & the available balance reduced with the amount he tried to withdraw. He immediately went into the branch to request assistance, but was referred to Sassa for this enquiry. My question is; how can Sassa assist him when the bank's ATM reflected the money as being withdrawn??? He is almost 80 years old & has today been sent from pillar to post to get answers. I tried to call the branch, but there is no direct number for your branches & so I tried the call centre & after holding for 15 minutes spoke to a lady who told me to take up the matter with Sassa!!! My father is left hanging & Standard Bank is shrugging their shoulders.