Similar experience here. An elderly couple was at our lobby ATM trying to use it, and were obviously frustrated. They approached me for help. They had the Oklahoma Tax Refund Card and were trying to withdraw their refund. They had never used an ATM before, or even a debit card. They too were trying to WD the entire amount. When I pointed out there was a fee, we adjusted the WD request to be an increment of $10 (smallest bill in our ATM) and less the fee. Pow, the money came gushing out, much to their delight. I then told them they should spend the remaining dollars on the card at our local Sonic for some lunch.
They were delighted and took their cash straight to the teller line where they deposited it into their account!
"No problem can withstand the assault of sustained thinking."