ATM malfunction at Springsgate shopping centre

The ABSA branded ATM at Springsgate shopping centre failed to dispense the money I requested and went off line. I reported it to ABSA and received a automated responce with a reference number 7 days later and this matter has not been resolved instead I am being told that the ATM doesn't belong to ABSA they are waiting for someone to audit the ATM etc. As an client I am paying ATM fees, which by the way were deducted for this transaction that never happened. This is totally unacceptable. If I didn't call to follow up on this matter I would still be non the wiser. ABSA do not care....!