Can't seem to get my money back!

I tried to draw cash 4 days ago from an ATM. But I received a slip "unable to process the selected transaction at the moment". I tried again but got the same slip/message. However the next day I noticed that although the transactions had been declined, the money has been removed from my account.

I reported this right away to Mercantile bank, I even went to their office in Sandton.

I have the slips and the shop owner has the video recording. But I just can't seem to get my cash back (total of R5000).

This is not a good customer experience at all!