DAVID COPPERFIELD ATM'S

15/9/2018 @ 16:53 My mother-in-law( Merle Ferland) did a deposit at fnb atm at southgate mall atm # ********** 0 Amount deposited R5200 = R100 x 20 & R200x16 notes At that time machine switched off and said “out of service” received a receipt from atm saying “your cash deposit was unsuccessful”. NO MONEY’S WERE RETURNED Comp code : T550 Trace I called the FNB call centre to report the issue and was told by the operator that “you need not worry mam, everything will be sorted out and your money is safe” Went to the branch on 17/09/2018 and completed an atm/adt claim form I received a reference number ********** NFQ on the 18/9/2018 via sms Updates received from 18th to 21st saying “we are still busy investigating” and then it all stopped. I went to the bank after my overseas trip on 16/10/2018 to enquire what had happened with the query , and because the recipient didn’t get the money that was deposited. Was told that the call was closed because they couldn’t get hold of me. I requested them to give me proof of the calls that were made as I didn’t get any miscalls on my device nor was there any messages on my voicemail(as I’m sure that if they called me they should have left a message as this was an urgent matter, but nothing?). I have been up and down to the branch and every time I get told a different story. I have requested video footage of the atm machines during this time as I was told that the machine rebooted and that there was no money on the rollers. And then the story changed to “that there was only a R20 on the rollers. The lady that I dealt with told me that when she looked at the video she saw that I walked away from the machine “happy”. Don’t know how she could see this , cause I was on my phone with your call centre worried about money that was deposited and a machine that switched off , until my phone switched off. Went back to the 26th October and spoke to the department head, Claire, and was told that she will get back to me on Monday , 29th October , cause she needed to get the technicians/technical department to investigate. Received call @ 16:02 and was told that the technicians didn’t come out yet. Received another call 31/10 @ 15:54 and was told the same thing. I urgently need this resolved