ATM CASH DEPOSIT

On the 21st Dec 2019 my husband did cash deposit from the atm into his acc, an amount of R11 000. The machine proceeded to take the money and and said processing. The machine then stopped and gave out a slip stating that the deposit was unsuccessful. So we thought fine, it will give us the money back and we can always retry. The money never came out the machine. We called the call center, we never left the machine, we logged it with them and they said its fine we should go, the bank has to sort it out, we must report to nearest FNB next morning. We reported to FNB at mall of Africa becasue they were the only ones open on a Sunday. They told they cant help us, we need to go to carlswald branch where the atm is located. We reported to carlswald in midrand on Monday morning at 9am, logged an atm dispute form, spoke to the branch manager, she said turnaround time is 24 to 48 hours. All good, we reported to carlswald again this morning at 9.30 waiting to see the branch manager, we ahve been told shes busy, so we continued to wait, its now 12:45 and the branch manager STILL hasnt come out to see us, apparently shes still busy. My question is what is she so busy doing that she couldnt come out and give us 5 minutes to update us??? Also, we are past the 24 hour mark, shouldnt there be any progress by now?? Your machine took my R11 000 and i demand it bac****! This is useless service from FNB, WE ARE MOVING OUR ACCOUNTS AS SOON AS THIS IS FIXED AND WE ARE GOING TO THE OMBUDSMAN!!!!