Appalling service and nonchalant attitude of an FNB branch manager

I am writing to express my serious dissatisfaction with the service my father has received from the Mall at Lebowakgomo FNB branch regarding a claim he submitted after money was retained by the ATM while he was trying to make a deposit into his personal account on 12 May 2025. He completed and submitted the required claim documentation on the same day and was told to return on Friday 16 May 2025. When he returned to the branch on Friday 16 May 2025 there was no reference, Feedback or progress on the quire and he was asked to return again on Monday the 19 May 2025. When he returned for the second time on Monday the 19th of May my mother felt compelled to take leave and they found that there was still no feedback or progress on the quire. My 67 year old father became extremely stressed and frustrated and requested to view the cctv footage of the day he was depositing. He was then sent by Sharon Tinyiko Moshabi to go to the police station to open a case for him to see the cctv footage related to the incident. He then came back with the police and they were able to view a clip on the cellphone. My sister called the branch on the 19th of May to ask what was happening and she was told that a certain unamed department at the head office which is responsible for refunds of such queries said that there is no money to be refunded. Sharon Tinyiko Moshabi further mentioned that when there was no access money on that day when she balanced the atm. In the meanwhile my father was told by the branch manager (Tiny Mosesi) that she will escalate the matter via email and she will call him with a resolution, which has not yet happened. As of today, 2 June 2025, it has been four weeks since the incident, and no progress has been made, nor has any resolution or clear explanation been offered. I had to take leave to accompanied my father to the branch today to get an update , the manager was nonchalant and sent us to the internet kiosk to log a complain. This lack of communication and accountability is unacceptable not to mention the appalling level of customer consideration . We expected professional handling of this matter, not deflection and silence. It is extremely disappointing to see the manner in which elderly people are being treated at this branch.