FNB *****ing?

The second star is only for the friendly service at the branch. I made use of the cardless cash withdrawal service offered by FNB, but did not recieve any cash from the FNB ATM I used to complete the withdrawal. The amount, however, was deducted from my account along with a service fee. So there I was, with money ****** from me BY MY BANK. Giving them the benefit of the doubt, I waited for the money to reappear in my account, but to no avail. I then visited a branch to get a better idea of what is going on. They simply told me that their systems are offline and that they cannot assist me. They gave me a telephone number to phone for assistance. I proceeded to phone this number, which kept me on hold for a substantial amount of time, actually costing me even more money in an attempt to retrieve the original money that they took from me. The next day, I visited another branch, as per instruction of the operator during the meaningless phone conversation that we had. There I recieved friendly service and I had to fill in an ATM dispute form. The only problem is: that was a week ago. I still don't have my money. I was at the same branch again today and they could not tell me how long this process would take or if there will even be a satisfactory outcome? This is a BIG red light! Are they starting to ***** from their customers?