Fnb customer service non existent

I went to fnb to withdraw money on the atm electricity cut off and money never disbursed. I notified fnb immediately and was given forms for reimbur*****t but it has been over a month without being helped. Fnb people keep promising but money not returned back to me. Can they take their client serious and bring back my money with interest as these is not my fault. Can the bank hold my money for over a month.