FNB wont return my money that was deducted from my account by a faulty ATM

On 24 October 2019 , I had done a cardless cash withdrawal at the FNB ATM at the Fomis engen garage (Lynmeyer /Oakdene) - and after keying in my pin , the atm stated “out of order” and it gave me just a slip. On the slip it states "your transaction can not be completed, please try another ATM". The nearest FNB ATM was at the the glen mall just down the road - when i tried to draw the funds from that ATM, i got another slip stating that i had insufficient funds in the account - this obviously meant that the funds were deducted from my account at the 1st ATM , yet no cash came out of the machine ?

i then transferred the required amount over from my other account and again did the cardless withdrawel process which was successful.

when trying to log a dispute with the customer care i was redirected to 5 or 6 different people - none of which were able to help me in any way. Eventually a lady advised me that i had to complete a dispute form and attach the slips that i had recieved from the ATMs - i did this immediately, and i mailed the forms through as FNB had requested.

i recieved an email back stating that it would take 3-5 days to resolve the issue. IT HAS NOW BEEN OVER 2 MONTHS AND I STILL HAVE NOT BEEN GIVEN MY MONEY BACK ! I HAVE SENT MULTIPLE EMAILS AND THE ONLY RESPONSE I keep GETTING IS " Thank you for your email, we confirm receipt of your communication. Please be advised that we will respond to your request within the next five (5) business days"

This is beyond pathetic now and i am actually not interested in getting a response within 5 days as FNB has claimed ..... a few times.. I just want my money back !!!

i have always paid my accounts and loans etc on time... FNB has no issue in contacting people back when they want money from you - but when the roles are reversed - then suddenly everything changes and its becomes ok to not uphold their end of the agreements.

That is unacceptable in my opinion.