FNB How can we NOT help you!?

i have withdrawn a big amount of cash from the Fnb ATM and while waiting for the transaction to process, the ATM then showed it was "Out Of Service" and no money came out but my balance has dropped, reflecting I have no money in my account.Iv'e been online and on ongoing calls with Fnb agents. Nontikela, one of the agents, advised me that if I go to the branch the process will be quicker. I've been sent back and forth with different information, I went to the branch in Wynberg, Where I was assisted by a Janine and she told me that its the same process where I have to wait 7 days for feedback and they are in a surplus once banking is done. They also said they cannot confirm when the Merchant will relive cash at the ATM because it is an outsource ATM,what the hell!?? It is an Fnb ATM , I also spoke to Daisy(Supervisor) who now advise she will log a complaint for the process to be sped up as well as the banking process, to see if money in the ATM is in a surplus.. What if the security is or not honest about what is over??? Where does the line get drawn for prompt service and HOW do they NOT have some link to their ATM's to show that the monies have not been received by customer.