FNB card department

On the 27/03/2016 my bank card got swallowed by the ATM in Irene mall, on an attempt to withdraw some cash. Immediately I called the number for lost/****** cards and was told by the adviser that the card had been blocked, that was at 12:37, the card was swallowed at 12:35... Since it was a Sunday and the branch was closed, I couldn't get further assistance. I went into the branch on Monday to inquire on where to from there and apply for another card and I was told that there was a withdrawal of R 2000.50 at 12:37, that was the same time I was told the card had been blocked. An investigation was done because I disputed the fact that I withdrew any money- how could I when the card was stuck in the machine?? After some time, I received a letter from them saying there was no ***** found on my account so the claim for the R 2000.50 was rejected. I feel the investigation that was said to have been done was not done thoroughly. If they had checked their cameras they would have seen that no cash came out of the ATM that I was using at that moment, as I stood at the ATM for much longer expecting the cash or at least the card. No one else used that ATM at the time that the withdrawal is said to have taken place, hence I fail to understand how they can say there cash was withdrawn . May I please get some advice on steps to take to escalate the matter or have it dealt with in a manner I feel is satisfactory. Thank you Fanelwa