FNB sucks at customer service

On Monday the 8th, at 14:55 I attempted to withdraw USD500 from my Global FNB account at a RAW bank ATM in Kolwezi DRC. I immediately received the SMS, banking app and email notifications that the funds have been withdrawn. After waiting several minutes, the ATM message: "Cannot contact your bank" and it returned my card without any money. I called my Private banker, but spoke to someone else (I have his name) and informed him of my issue. He said that I should wait until the next day to see if the money was returned to my account. On the 9th I called the following numbers *** (@08:10) and spoke to three or four different people. At 08:24 I called ***, this lady at the FNB Forex division was on leave. I then called *** (the Global card division) at 08:25, due to the line quality I called back the same number at 08:28. Here I spoke to 3 different people, the first one from the FNB Global card division, the second from Forex and then back to my FNB Private banking division. I was promised and e-mail, but this never materialized. Due to my hectic work schedule I could only manage to call *** today again at 14:28. After explaining my situation, I was told they have to transfer me to FNB Forex, here I again explained my issue and she said she will transfer me to the right division, guess what, I ended up at the FNB Global card division again. I asked to speak to a supervisor, who then told me I had to go to the local RAW bank and claim the USD500 from them. Two issues I did mention to her: 1. When you go to town (once a month thing) you have an escort due to volatility. 2. If you do manage to get in at the bank (which is nowhere close to this ATM) then you will be very fortunate if you could find a English speaking person. I would like to know from FNB how they will resolve this. It will be no use for FNB to try and contact me on my SA number as I only have SMS roaming here (so they can send me an SMS and I can call them back)