Poor Customer communication

On the 22 June 2019 I withdrew a sum of R2000 at an FNB ATM, the money did not come out, that ATM machine started making funny sounds and then an offline description appeared on the screen, luckly the FNB branch was still open I then asked for help and they told me that the money will do an automatic reverse back into my account, but because I was using an ABSA card they said its interbanking and that i should quickly go to the nearest ABSA to log the complain together with the receipt i received from the ATM, I then went to ABSA to explain the situation and they went into my account to check if the transcation went through, the also took the reciept i got from the ATM, they told me that they will report the matter to their dispute investigation team and get back to me, i requested for a reference number so that i can follow up with it: C-***6

Two weeks later I called ABSA to ask about the progress of the matter, the person who assisted me told me that it is not possible for me to speak to anyone in the dispute department as those people only work with emails, he advise that i should go back to the branch and ask for feedback with the person who initially assisted me, I went back to the branch and the lady who helped me said she hsant received any feedback from them and she is unable to call them as she does not have their number, i asked her to give me their email address so that i can follow up myself, I sent the email again together with the receipt explaining what happened and i just got an automatic email reply saying a consultatnt will get back to me and they gave me yet another reference number C-***4

This thing has been dragging over a month now, why can i not get feedback as to what is happening, i just cant lose R2000 just like that