ATM Deposit

Good evening I went to deposit money at FNB ATM in Protea Glen Mall on 02-03-2024 around 08:25 - 08:29 just after I put in the money in and I was about to complete the transaction I heard a sound from the inside and the ATM went off, I went inside the branch to tell them what happened and I was told to complete a claim form, I was not advised of the process and turn around time and had to take a picture of the form to get the reference number. I didn't get any feedback or update from anyone from the bank until I came on 06-03-2024 to make another deposit and decided to go into the branch and follow up on the claim, I was assisted by Mpho who told me that they are still investigating what happened and they will call me with feedback. I didnt get any feedback from the bank until I made another follow up on 09-03-2024 and I was assisted by Nkuli who advised that the money was found however had dye stains on it and there is a further investigation taking place. On the 12-03-2024 Nkuli called me back and now advised that they didn't find the cash that I deposited, I decided to go to the branch to make another follow up and I was assisted by Moses and Lizy who sent a escalation email and gave me feedback that the case was allocated to someone who deals with ATMS and Lizy advised that she will give me feedback the next day on 13-03-2024 at 10am after she has spoken to the person who is handling the case. I never received a call and had to send an email to follow up only for her to say she is still waiting for feedback.

This has caused me a lot of distress as R4650 is a lot of money, my hard earned money that am now being given a run around for and no one knows what happened to it, the whole FNB bank. I am beyond disappointed with the poor service I received and the lack of urgency in this matter as it's been 3 weeks now.