Claim *****. Who is now the ********** one???

Is this thenway you resolve complaints? "Dear Mr Riaan D Engelbrecht, Complaint Reference Number ********** Transaction on Fnb Gold Card Ctl Card Number 4127 **** **** 6380 Reference 436066 We refer to the ********** transaction on your account dated 01 September 2018. We confirm your card was not retained by the ATM, and was ****** by someone, who may have interrupted or offered you assistance at the ATM, when your PIN was "shoulder surfed". Date Time Card Description ATM Name ATM Address City Country Amount 2018/09/01 11:36:29 ...6380ATM CASH ********** 6 ********** ********** 80 Midtown Shopping Centre 165 Stilfontein Road ********** 6 1 000.00 Total 1 000.00 FNB does however recognize the fact that you are a valued client and as a gesture of goodwill have come to the decision to refund you the sum of R1 000.00 in full and final settlement. This payment is however made without any admission of liability by the Bank. Please be aware of the security tips below, in order to mitigate future losses as the bank will not entertain any future claims • Should you believe your card was"retained" by the ATM, cancel your card immediately on a FNB ATM with your valid ID Number • Always cover your one hand with the other hand while keying in the PIN and stand close to the ATM using your body as a shield to protect your card and PIN • Treat your card like cash - store it in a safe place • A PIN (Personal Identification Number) is the key to accessing any account and should be kept safe and secret at all times • You should never disclose your PIN to anyone - not even a bank official or family member • When using your card at an ATM or merchant use one hand to shield the other hand while keying in the PIN on the keyboard • Never accept help from a stranger or allow anyone to distract you at an ATM. If unsure how to use the ATM, rather draw money inside a branch • Do not insert your card or PIN into the ATM until asked to do so by the display screen • Stand close to the ATM and use your body as a shield for extra security • Never let your card out of your sight. You have the right to be present when your card is being swiped at a merchant on the POS (Point Of Sale) device • Review your bank statement regularly and notify the bank immediately of any unauthorised transactions/withdrawals; cancel your card immediately to avoid further losses Kindly acknowledge receipt and acceptance of the terms of this ex gratia payment upon the attached copy of this letter whereafter we will facilitate payment of the above-stated amount into your account within 48 hours. Thank you for your continued support" Let's get one thing straight: The card was retained by the machine. I have 3 witnesses that would give sworn statements right now that the machine did not return the card. How do I know that? The card was a bit bent, and pushed against the green card protection thing on the machine. You could see it trying to come out, but was pushing against the green card protection unit. After the third time the machine tried to return the card, it stopped, and the error message showed on the screen. The slips came out (still in my possession), but no card nor money, and the balance showed that the R1000 was deducted. There is no way that you are going to pin this on me. Telling me that I am still the guilty party here. I'm glad that you decided that the claim will be paid out, but I'm not receptive to this bullying treatment. I want a apology. And my money back. You will acknowledge your fault, why the claim was not honored the first time, and I will not sign any acknowledgement whatsoever. Please bear in mind that I am going public with the response, just to show the people the type of bullies you are.