Absa's ***** department failure

On the 29th of November 2018 I tried to make an ATM withdrawl at a Absa ATM at Brackenhurst Sqaure Johannesburg South. The Absa ATM was not working at the time so I proceeded to use the nearest working ATM which was the Standard Bank, which was situated next to the Absa ATM. I inserted my card and pin and the Standard Bank ATM showed me options about instant money transfers, so I pressed cancel because this option was very foreign to me as the ATM normally shows you that your transaction will have additional costs as you do not bank with that particular bank. Upon pressing cancel my card did not come out of the ATM and I then called ABSA to stop my card but then R2000-00 had already been withdrawn from my account. The ***** line assistant instructed me to go to the nearest ABSA Brunch to report this incident so that I could get a new card and fill out forms for a ***** case in order for me to be compensated. Dipuo J Gaolefeloe was the customer service clerk who instructed me to go report this matter at SAPS (South African Police Services) so that I could get a case no for the ***** department documents. The strange part in this was the fact that I had told her that ABSA ***** had already given me a case no. ********** and I did as I was told so that I could get this matter resolved. The Brackendowns police station sent me my case number via sms and a day later I was received another sms saying Captain MJ Kekana was assigned to my case. This investigation officer made no contact or communication with me and on the 3rd of December 2018 another sms notified me that constable OJ Mhlongo was assigned to my case. I then phoned ABSA and I was told it will take 30 working days, however I would get updates on the progress the investigators made on my case. I had explained to the the customer service clerk that I will be leaving to go on holiday on the 20th of December and that my number would not be active she reassured me that they would contact me before I leave. I then left on the 20th without any communication from ABSA by this point the Absa ***** team had received emailed documents with a detailed statement of the incident as well as the police case number, additionally they had the case number was allocated to my via email by their ***** department. On the 2nd of January I called Absa ***** and spoke to Andre and he told me that Olga Mphahleni was the investigation officer who was assigned to my case. I then requested to speak to Olga to get an update on my case and Olga told Andre to tell me that my case was closed on the 29th of December 2018 and that it was due to them not being able to get through to me as my phone was on voicemail. I asked Andre to put me to Olga so I could why they had failed to contact me via email if they could not get through to me via a phone call. I kept going to the Absa branch and all they did was to make me call their ***** line by using their cellphone and upon me creating a thread on Twitter Absa sent me a reference number ( ********** ) saying that their team would look into this matter. On the 10th of January 2019 I received an email from Leon Booyse who is an Absa ***** team member with an entirely new reference number (ASZA-1 ********** 2) in a letter concluding that Absa cannot be held liable for the loss I had incurred and that I was meant to keep my bank pin private and not distribute it to anyone. My question to absa is that was it my fault that the absa atm was not working at Brackenhurst Square and that why was I as a customer not emailed after the apparent phone call that was made ? The worst part is that investigation officer Olga asserts that the R2000-00 that was ****** from my account never went through because R2000-00 was deposited into my account on the 14th of December 2018. I explained to Andre that the R2000-00 that was taken in the first place was my tutoring salary and it reflects as such on my student account and that the R2000-00 that they are seeing from their side comes from my savings account and it clearly indicated on my bank statements. Absa has failed to contact me and has left me powerless I work part time jobs before going back to university and I cannot afford to be runnig up and down to the bank. My phone is always on but Absa has NEVER called me in regards to this matter.