Cash withdrawal at FNB ATM...but NO CASH and taken off account!

I withdrew cash from an FNB ATM on 20 July and the transaction completed but no cash was dispensed but went off my account. I immediately lodged a query and completed the necessary form at the FNB Alberton branch and was told this would take 3 days to resolve. It has now been 2 weeks with absolutely no response from FNB. I called the branch yesterday and they said they DON'T TAKE CALLS FROM CUSTOMERS and that I should come into the branch AGAIN - WHAT???!!!!!!!!!!!!!!!!!!