FNB WORSE EXPERIENCE EVER

I Have just received the worst service ever via FNB, FRIDAY i went to the ATM at Eloff street to withdraw funds only to find that the machine did not release my funds and i got a confirmation that the money is out, early in the morning trying to get funds for transport, i had to wait until 8 am for the branch to open which by than Im already late for work due to their machines, they had useless security guard there who knew the machine is not working but kept on letting people use it because apparently i was the 5th victim that morning and he just sat there with his phone busy playing games or so, long story short , when they opened finally at 8 am , we obviously don't carry our ID books around everyday which they wanted an ID to help and we could not leave just like that as the sms on the phone reported that the money is withdrawn and once you leave you would not have proof that you dd'nt get the money, finally we filled in some forms ATM/ADT CLAIM FORM, and had to make an alternative to get to work since now the machine did not release funds, this happened 22/11/2019, i just called the customer care, called the complaints department and i was told there is no query or complaint logged on my profile , i have been on the call for 50 minutes using my airtime being transferred to different departments as well as waiting on the line for more than 15 minutes only to find out that there is no query logged , does this mean my money is just gone like that and is this the service we receive from FIRST NATIONAL BANK, i am really upset and im not the type of person who complains but this service i received is the worse ever...WHAT SHOULD I BE DOING FOR ME TO ALSO BE VALUED AS I CUSTOMER