Standard bank

It saddens me to write this because I have always had a very good experience with standard bank.

So my little brother was paying his registration fee for the university of Mpumalanga on Monday 20th of February 2023 and while he was busy playing the was load shedding and the ATM went off. When he went he went inside to enquire because the money had already been taken by the ATM but the was no proof of payment, they told him they will email the university and they assured him it will reflect. When he asked if he could be included in the email they told him no they can't. Till today the money is not reflecting in the institution account and he went to the bank today 24 February 2023 and they told him "the person who is supposed to do it couldn't".

This happened at Standard Bank Siyabuswa A complex Mpumalanga. Please assist or advice what we should do because that was our last money.