First National Bank

Today I used an fnb Atm in my small town. The Atm deducted the amount I put in but I did not receive any money. The slip states, "we have encountered a problem. Please contact your branch for assistance". I did contact Fnb on their number for Atm assistance. The person of Fnb said that I need to fill in a claim form which they will email to me. I need to sign it and along with the slip, email it back to them. Let me put it plain. There is no branch in our little town and nor do I have the facility to print, sign, scan and send it back to Fnb. Still the person from Fnb stated that, that is the way it's done. Even though the slip has all the details of the transaction on it, she still insist on, that's the only way? I'm not a Fnb customer, I used my banking card from my bank which is not Fnb. I ask FNB, will you assist me in getting back my money, not yours but mine? I have recorded our whole conversation. Is this the way FNB helps with issues created by their equipment?