ATM correction not made / no response from customer care

On 19 November 13:36 I tried withdrawing money from your Theunissen branch's ATM and the transaction took a long time and as soon as I received the notification that the money has been deducted from my account , the ATM stated that the transaction was not been processed .... I went into the the branch immediately after trying to withdraw from the ATM next to the one that declined my transaction and explained to several of your staff what happened ... one teller phoned and we waited for almost half an hour , before I was informed she is going on lunch and I have to go to another teller .... the other teller after having to explained again , phoned and hang on the line for almost another half an hour without an answer as well ... My house was broken into the previous night and I had to pay repairmen which I had to leave alone in my house for all that time !!!! Later that night I tried to withdraw again and again the ATM did not function , but this time I received my correction SMS , but with me having to pay charges on your error !!!

SO up to now ... that 13:36 withdrawal correction has not been made and I have sent emails to your clientcare which have gone totally unanswered and shows me how important clients are to you ... and I am not going to be spending hours and hours in your bank with tellers who get upset because they have to do what they are being paid for !!!

So when can I expect the correction to be made ? or is this a route to the ombudsman ?