Refund for reversed money

On the 16th of November 2023 I went to withdraw money at an ATM at carnival mall. Unfortunately I couldn't receive the money from the ATM as it was reversed but never came back to my account. Because absa at carnival mall is under renovations I was told to go open a case at sunward park branch on the same day. A case was opened with a case number C-***7. I was then told that the money will be in my account on the 23rd November, which never happened. I then left work early to go to the branch again and was told that they still investigating the case. On the 24th November 2023 I received an SMS saying that the money has been paid into my account, but the money was not there. I went again to Absa Sunward park on the 1st and they also couldn't find the money in my account, they made calls to understand what's happening and we're told that the money needs authorization. The lady who was helping me gave me the contact number for authorisation....when I called them they sent me back to the branch. I took leave from work on Monday to go to the branch and all I was told was to send email to authorisation department. I sent the email yesterday explaining my problem and they responded today saying that there is no money that needs authorization/pending