Complaint/ATM dispute

On 08 May 2015 I withdrew R800 from an ATM (ewallet) and only R100 came out. I called the FNB complaints/compliments number and was assisted by a lady called Amanda. She was helpful and logged a complaint. Few minutes later I received an sms with ref number 680020. I was told it will take 48hrs. A few days later I called as I had not received feedback. I was transferred to ewallet and was told the matter has been sent to ATM custodian, and that it would take 5 to 7 working days. Today I called to check if there was any progress and the lady Iris at ewallet tells me she cannot see my complaint on the system. I was on the phone for more that 20 mins and then she told me she completed an ATM dispute form. Now its going to take 14 working days! I have to say this is frustrating. How did the complaint just vanish from the system? Thanks Shiela