HDFC Bank — Failed ATM Transaction

Address:

HDFC ATC Counter on 1st Cross, Arakere Mico Layout 1st Stage, diagonally opposite to Sri Ganesha Temple, Bannerghatta Road, Bangalore 560076

I have SBI ATM Card through which I draw cash occasionally. In our layout, unfortunately, there is no SBI ATM counter and the nearest one is situated approximately 1.5 KM away. Being a Senior Citizen of 85 years, I cannot walk that distance. On 19/08/2021 around 04.45 PM I went to HDFC ATM counter situated on 1st Cross, Arakere Mico Layout 1st Stage, diagonally opposite to Sri Ganesha Temple on 5th Main Road to draw cash. I operated the keys, as usual to draw Rs. 2000.00 from my SB Account [protected]. After a few seconds, it displayed to remove the card and collect cash. There was an usual sound of dispenser but it stopped without disbursing the amount. I pressed several buttons all in vain. I pressed the three emergency buttons placed near the machine, there was no response. There was no security guard. All my movements have been recorded in CCTV camera (hopefully). While the transaction was going on and even before the last display came, I received as SMS from my bank as follows: Dear SBI Customer, Rs.2000 withdrawn at HDF ATM P3AWBN35 from A/cX3086 on 19Aug21 Transaction Number[protected]. Available Balance Rs.10599. If not withdrawn by you, forward this SMS to [protected] / call [protected] or [protected] to block your card. Download YONO SBI. Use SBI ATMs. I did not know what to do. I called the number provided in the ATM counter but in vain. I went to Bank of Baroda near by and successfully drew Rs. 1000.00 from their ATM. I consulted the personnel inside Bank of Baroda about my experience and they told me that I have to complain personally at my Bank. Next day was holiday. They also told me sometimes, if the cash is not dispensed, a credit would be made for the same amount and that I should check in my account. Accordingly, I checked my Account in YONO app this morning and was relieved to notice that the amount of Rs. 2000.00 has been credited.
After this experience, I will avoid going to that particular ATM Counter. My question is why such failures should take place? Suppose I did not have any further balance in my account, what should one do at such an hour when the Bank is closed and followed by holiday/s? Why is the Security person goes off for more than 40 minutes that I spent there in panic?