FNB Wonderpark ATM error

Someone paid me through an Fnb ATM deposit in Pretoria Wonderpark. The ATM took the cash but reported an error, this money was never received in my account. The branch keeps sending us back and forth Since Monday 05 August. Fnb since gave me ref number *** and told me they will get back to me within 48 hours. I’m disappointed as I have never received an empty promise from Fnb. What frustrates me more is that I called Fnb call centre and they told me they do not assist ATM queries and branches do not take calls. When I insisted that the call centre lady helps me contact the branch with the ref number she hung up on me ????