Bad service for my own money.

I am extremely disappointing in FNB. On the 25th of January 2019 i went to go withdraw a big amount of money only to find that a R200 tag came out with my money, deducting a R200 from the money i withdrew. I wouldn't have known this if i didn't count my money. Long story short, i went to the FNB branch in Wynberg the very same day and they refuse to help me without my ID. The second day they refused to help me without a slip from the ATM, knowing they could view that information from my transaction history. Today was my Third day and i was told that i might me contacted to meet whoever somewhere for them to issue the money. I was so shocked. Let's see what happens in 24 - 48 hours.