FNB not willing to give me my money back

on Saturday the 28th of July 2018 i was withdrawing money (R2 400) from my E-wallet account at the ATM at Hatfield branch and i did not get the money but my balance that i have withdrew the money. I explained my situation in the branch and i was advised that the is nothing they can do as they were offline. i kept my receipt and i logged a call with FNB Cellphone banking on Monday the 30th of July and i was given a reference number for the call and told it will take up to 14 working days for the call to be completed, i was also told i will get a call in 5 days time for a feedback which never happened. I have been calling them almost everyday and the attitude I got was never good or friendly and told to wait for 14 days as the matter was being dealt with by admin department. after 14 days i was told the matter has been referred back to the branch to investigate. i went to a branch in Ellof and Bree Street for assistance and they sent an email to the branch manager in Hatfield who said they will give me a call which never happened. I then asked for the branch Manager in Ellof who also sent an Email to a lady by the name of Zinhle whom I was told she is the Customer Care Manager who also promised to call me back and never did. on Thursday the 30th of August i received a call and i was told the i will get my money back within 48 Hours and that has never happened. every time I call FNB they always tell me that the call has been re-routed. the customer service i get from the consultants is very bad and always makes me feel as if I am doing something wrong by demanding my money.