ATM did not release cash

I was sent cash on the 13 January 2018 through FNB ewallet. The ATM did not release the cash but issued a receipt that the cash had been withdrawn. I immediately phoned FNB and I was given a reference number. Initially, i was told to check after 24 hours as the cash would be reversed to the phone. I checked after 24 hours and there was nothing. I called again, and I was told that it will take between 7 and 14 working days for the query to be resolved. I then called this morning (29 January 2018) and i was told by the call centre that the query has been closed yet nothing has been communicated to me. I was then told that the case will be reopened again!!! This obviously means another 14 working days and who knows how long will this cycle continue? This has caused me a lot of inconvenience and I never expected this kind of poor service from FNB.