Shocking service to an international tourist

My friend who is visiting from Germany had his credit card swallowed by the ATM. He was stuck in paid parking with no way to pay and had to return a rental car on the card that was swallowed, as well as use this card for the rest of his stay in SA with no way to have another card made! The staff at the Standard Bank Branch we incredible UNHELPFUL, including the branch manager, making up all kinds of excuses as to why it was my friends fault the card was swallowed and he was stuck, like asking why he wasn't carrying cash, the EXACT reason he was making use of the ATM. He had to argue with them for an HOUR AND A HALF where numerous staff members told him they could not retrieve his card. The branch manager told him they would cover his parking fee, but MIRACULOUSLY his card was recovered and she disappeared without honoring her commitment. Is this how a professional institution treats foreign visitors to our country? The staff at the branch told him numerous times that this happens often and he should have used another bank, REALLY?? They told him he must come back later or the following day...HOW??? If he couldnt get out the parking or return the rental car or even get money!