ABSA ATM dispensed less money than what was requested and deducted from my account

On the 2nd of April 2019 at around 16:10 I withdrew R3500 from ABSA ATM at North Ridge Mall, Bloemfontein, ATM9523. The transaction was successful deducted from my account, and the money was dispensed. The ATM gave back my card as well. I also received an sms confirming my withdrawal.

When checking the cash, however, I noted that the ATM only dispensed R2000, and not the R3500 requested. I went ahead and called customer service to report the issue. To say the lease they not helpful at all and referred me to go directly to the branch. I notified the customer service agent that it is a stand-alone ABSA ATM and that it is not next to a branch as such. She advised me then to go to my nearest branch who will be able to sort out the problem for me. I requested a reference number for the call upon she responded that she is still waiting for her system to give the reference number and took my cellphone number and advised that I will receive a sms with the reference number shortly for the reported issue. I NEVER RECEIVED AN SMS! The following morning, 3rd of April 2019, I went into the Fichardpark Branch which is closest to me where Mrs. Linda Coetzee assisted me in logging a complaint on the system and provided me with the reference number above.

Today 4th of April I received an sms that the request was denied as the ATM did not have a surplus. I proceeded to go back to the branch where they called a lady by the name of Valarie who informed that the transaction was successful according to the system and that there were no errors reported on the ATM and also no surplus and that they cannot do anything further. The lady who assisted me today also said that she said that it is possible that the surplus money was dispensed on the next transaction, but this cannot be confirmed or denied?

This is completely unacceptable as I made a withdraw of R3500 and only received R2000 cash from the ATM. I want to make it clear that this is not a branch issue as Fichardpark branch actually went out of their way to assist me, and they do not have authority to override higher level decisions.

I cannot believe that a bank in today’s time and age is willing to turn a blind eye to a customer complaint to not get it resolved and I take this as corporate bullying as I know what the ATM gave me and they are simply shrugging their shoulders saying sorry they cannot help.

In my first visit to the branch I noted to Mrs. Coetzee that who says that the machine did not distribute the cash with a next transaction?

The fact that I only received R2000 from the machine and not R3500 as requested (which was deducted from my account) has put me in a difficult situation as this is R1500 out of my monthly budget.

I am demanding urgent feedback on this matter as I do not accept the issue as closed/denied/resolved until I have my additional R1500 in my bank account.