Call centre and systems

I withdrew funds from a atm no notes was in the atm and took money from my account but no reversal took place, called the call centre after being 20 minutes on line with yusuf on the line no resolution was made and was promised a call back 15 minutes later for them to review the case, its been 2 hours and still no call back and im stranded with no money in my account following no refund from withdrawal, big disgrace for a bank of this calibre.