ATM Stole my money

The ABSA ATM in Salt Rock did not give me my cash and just stated Due to a technical error but yet the money has been deducated. I have a case number sms to me only after I phone 6 times to get help. They said I was supposed to get an email but I did not. I then put more money in and withdrew from a standard bank atm right next door and the money paid out fine. But I want my initial amount refunded. This is not the right time of year and a bank is supposed to protect your money not ***** it. It has been a week now and they say they will get back to me when the ATM people go to the ATM. It is in a very busy area and I know they been there more than once by now. If they do not refund I will have to open a case of theft and get the cctv footage from the garage which will take even longer and cause more headaches on both sides.