Fnb eWallet atm dispute

On the 24th December at Mdantsane city mall I made eWallet withdrawal at an fnb atm and my cash never came out, the slip had an error code (as per an fnb consultant at the branch ) and was promised that I’ll receive a call within 24-48 hours and still this day I’m still waiting when I went back to the branch after 3 days of this ordeal was told they will call and get it sorted, I’m still waiting for the call or my money as I need it. I don’t understand why I have to wait for 14 days for a refund for something that is not my fault and something that I didn’t sign up for. It’s very disappointing that a big bank like FNB will fail to process this, why must a client suffer for FNB faulty atm.