ATM Withdrawal

I tried to withdraw from an independent ATM that is managed by ATM Solutions, with my FNB card at Kloof Mediclinic in Pretoria on 28Aug, but the machine seems to be having an issue and I never received the money. However afterwards I realized the money was debited to my FNB account. I queried with ATM Solutions which indicated I need to raise the issue with FNB. By 1Sep I received a call from FNB that they concluded the investigation and that the money was in fact received. After I contacted Mediclinic for CCTV footage they confirmed that on the CCTV footage it appears the money was not received by me or the person that was behind me. I again raised the issue with a FNB branch, and they indicated the investigation will take about a week. Further, ATM Solutions informed that nobody has raised the issue with them and they also confirmed that the money was not received as it showed up in their balancing. By 8Sep I still have not received any response from FNB, so I called FNB, but only to be directed to a next number every time. Finally I raised the query with their Care center via email, and only got response on 11Sep, to be told I will be contacted by the Service Solution Consultant, which will contact me in 24-48 business hours. Only today 13Sep I receive response, by being informed that the query was declined and no refund will take place. Regardless the fact that ATM Solutions confirmed that the money was not issued by them.

ON 14th Sep I received calls from FNB and it turns out they have been investigating the wrong transaction, although I clearly stated the amount for the transaction in dispute. Today the 20th of Sep I still await the conclusion on the matter and they are stating they are still investigating. I took me a few hours to find all the evidence required.

FNB still has terrible service and customer support.