I need my money URGENTLY

On 13/02/2025 I went to withdraw money with Easypay card at an ATM. Unfortunately the money did not come out of the ATM, and I was the second person that had happen to on the day. I went to the said ATM branch and was told since it is not their card I had to go to the bank of the card (Easypay). Same day I went to Easypay offices in Mams Mall and was told to wait a while as they could see the money and it might reverse back to the account but if not I should come back with an affidavit explainig what happened. The money never returned into my account on that day so 14/02/2025 I went back to the Easypay offices with al documents that I was advised to bring. I was than told that all the documents will be sent to their head office where further investigations will be done and the process may take up to 7 day. 24/02/2025 I took initiative and phoned head office and to my surprise no documents was sent to them. there was no race of my complaint. The lady who assisted me was very sympathetic. I would now like to know 1- Why my documents was never sent to Head office 2- Who will be held responsible for this mess 3- Will I be told to wait 7 more days 4- I need the my money ASAP 5- Can Easypay employ people at that branch who will take pride in their jobs and responsibility for their actions.