FNB refusing to give me back money that didn't come out at ATM

I wrote to Hello Peter complaining about the poor service form FNB withdrawal disputes section. They rep**** to my email claiming that they don't see the amount withdrawn from my account. But the claim clearly state that the total was withdrawn three times and on the statement you can clearly see that. Since they wrote that email, I responded back with this explanation but till today they have not said any word back. Remember before coming to hello peter I have been to the branch, called, sent emails but always they leave me hanging and i have to start running after them for my money. Is this how FNB care about our money? This bank is indeed a ****.