FNB ATM offline but I have to pay for using a NEDBANK ATM

Good Day

I am not happy with the over service I am getting from you over the last few months. You guys are dropping the ball and not looking after your customers.

I was at the mall taking my wife on a date, the card machine was offline and I had to go draw money. As the Card machine and ATM, both FNB and offline, I used an ATM that worked... NEDBANK. But now i have to pay a service fee because the service I pay for every month was not provided. I emailed your team and explained the situation and was sent the basic rates table with a nice email explaining I will pay the fee as i did not use your ATM.

Please explain why i have to pay you R199 for a service you can't even supply ?