FNB failed to attend to problem

I tried to withdraw money at FNB teller at Centurion, Saxby branch on Monday 27 November 2023. It displayed a message to take the cash, but the teller did not open it and went directly offline. The security officer called one of the employees in the branch and explained what happened. We checked via internet because I do not use the app, and it was not reversed. I explained that I need the cash the same day to pay for transaction that was cash only and if the reversal do not go through I would not be able to withdraw another amount for the day because I used the daily limit. I was asked to complete a form and told it will be reversed in the next 24 hours because they need to investigate. No help to temporarily increase my daily limit. 29 November I went back to the branch, and the assistant told me they did send in the form, and it actually can take up to 48 hours, but they will call me during the day. The specific teller was still offline wit an out of order note on.I received one call 16h54 that afternoon that I missed. The next day 16h26 I decided to phone them back after I logged into my account via internet to find out the amount still were not reversed, and was then informed that I must go back to the branch because I do not use the app they cannot verified that I am whom I claimed to be. This is pathetic not everyone got the time to go in daily to resolve an issue caused by their faulty equipment, no reference numbers were given to me when completing the form so it is my word against theirs and I could not do my cash transaction that was a booked appointment that I too now need to rebook. But just go a few rand over your limit and see how much charges goes off immediately.