ATM withdrawal, no money out

Today, 22 June 2020 I withdraw money from the ATM Golden Acre, and the money did not come out, only the card and slip came out. I phoned the bank ***** line immediately and I was told the ATM might be faulty I must go to the nearest branch and I was told there is nothing they can do because it shows the money has been withdrawn. Am so devastated with this, being ****** by the same bank that I trusted to keep my my money safe.