ATM swallow cash FNB not giving feedback

Why does FNB ask how can we help you if they have no intention to help!!!Complaint Relates to : ATM How can we help you? : I am very disappointed in the way I am being "handled"...on Sunday I went to the Waterfront and did an ATM cash deposit...as the machine was swallowing my cash it just switched off...slip said transaction unsuccessful but money was not returned...security guy Ben took my details and said this happens often but people always get their money back..his no ********** 158..i had a lady from kauie as witness Moerieda ********** 925..i went to FNB Vangate yesterday and a very nice lady helped me Michelle..she put me through to Melanie from Waterfront..what an arrogant person...attitude of worst...till now no contact from Waterfront even though Vangate promised they will send ATM claim form to Waterfront with in the hour yesterday...no calls from them and when i spoke to Melanie today again she was worst than yesterday...i want to know where my money is please we talking about a R500 ...by now the atm should have been counted and it should be over now..but she claims they dont take note of what the security says so why did i need to complete an incident report with him...she claims they read the report so why does FNB not call me and sort this out...please assist in getting this sorted