Debit Card Dispute - Nothing being done to resolve

When I was withdrawing cash on a standard bank atm, the power shut down. It was load shedding. I received an sms that I withdrew R1100. The cash didn't come out from the atm, it was faulty with an error displayed. I called fnb customer services, the agent said I should go to the branch. I went to the fnb branch on the 06/08/2015. I filled in the card debit card dispute form which the agent captured. He told me the turnaround time is 5 days. I haven't received any response to date. I went to the branch again but they couldn't help me they referred me to my private banker who is always unavailable.