Standard bank bad service

Good day On Saturday my mom asked me to withdraw cash for her and tried to withdraw cash at an external atm but it did not dispense, later on tried again and experienced the same issue and the correction was done. So went to another atm since we don't have standard bank atms at Kwamhlanga plaza and had the same problem. So on Wednesday she went to the nearest branch, kwamhlanga phola mall and the consultant only printed her a bank statement and told her that the money was withdrawn and that was it. Don't you guys have a department that specialises with such issues whereby your branch staff members can escalate the matter to? At least try to "pretend" that you will investigate the matter... Communicate with the other bank to see if their atm monitoring department noticed the issue? The service at Kwamhlanga phola mall is really bad and R5000 is a lot of money.