Bad service at a trusted bank

I made a cash withdrawal at an FNB branch on Friday, using my Capitec card. The money did not come out of the ATM but my card and receipt came out saying the withdrawal was a success. I was told it will be corrected and sent back into my account I must wait a little bit, I waited for about 3 hours. They then said I needed to go do a claim with my bank which is Capitec. I went to a Capitec branch, the made a dispute and scanned the receipt and told me to wait for 24/48 hours for a resolution. Yesterday I got an SMS saying my dispute was unsuccessful, I am not satisfied by this service cos they not giving me a reason for the outcome. They didn't even call the call centre to explain the incidence.