FNB refuses to refund my ATM *****

I just received an email stating I won't be getting a refund for the ATM ***** I experienced at 320 FNB ATM a month ago, I have been going back and forth with a Mr Nivesh Naidoo I don't even have an explanation as to why I won't be getting my money back and now I have a loan with FNB because they offered me one after the incident and I took it because I needed the money and thought I'd pay it off when they refund me now I'm being told I won't get the money back this is bull**** your service is ****ty and you are robbing people