***** Case, Procedure not followed

On the 26/09/2018 I tried to with draw cash from the B.P garage in Tembisa , the machine gave me an error message from the machine. I tried to cancel the transaction and the machine swallowed my card. I then phoned the ***** number spoke to Tshegofatso explain my situation to her - she then cancelled the card but by this time R4800.00 was already withdrawn from my account with out my card being in my hands. I didn't not receive ref number for the call: I went to the branch and I spoke to Kgomotso explained my situation to her she said, "Things like this happen all the time". I then received a new card and withdrew R3000 as I had errands to run. My question is, if my daily limit is R3000 how is it possible that R4800 was withdrawn in cash with my card not being in my possession same day was FNB not supposed to instantly pick up on that and deny the transaction. After dealing with Kgomotsho I was supposed to receive forms to log a formal ***** case and have it filed for future reference, this I had to find out from people when I was explaining the horrors which i had just been exposed to. Already procedure was not followed and it disgusts me that these crucial bits of information I find out from your other clients. 29/09 I was assisted by Bongani who ofcourse asked me for the ref number of my query which I was not able to provide because this was not given to me nor logged on the system by Tshegofatso as a ***** case, so clearly this was not an important procedure to follow by your call centre agent who works in the ***** department when I called about my ***** case. Bongani and Leon from the Midrand Branch eventually assisted me with the necessary documents needed to log my case. When Bongani called to follow up on my call from the previous telephone call made into your call center where Olivia informed us that the card was cancelled but it was not logged as a ***** case, I commend these people for their excellent service, considering the state of worry I was in. Please investigate why Tshegofatsho and Kgomotso did not do their jobs. Olivia gave me a ref number for my case and assisted me as best as she could. I would like to refer you to the phone calls made on the mentioned dates. There was no remorse at all from Kgomotso it was cold unfriendly service, where is the empathy when it is needed? Your staff were incredibly *********** starting from the first call to my experience at your branch in Thembisa when dealing with Kgomotso. Tshegofatsho and Kgomotsho are you working in cahoots with the ********** that de*****ed me of so much money, because your service would indicate that this is the case. Again I pose the question why was procedure not followed? My daily limit of cash withdrawals is R3000 but FNB failed to pick up an error with R4800 cash being withdrawn as I got an sms to confirm this transaction of R4800 was withdrawn successfully. Already system problems are picked up here. Please treat this matter urgency. I have bills to pay and I cannot survive for too long without this cash being refunded back to me. If its high risk to have ATMs in areas such as that particular garage where I have now done my own investigating and found that this happens frequently. Then why have the facility still available. We would rather as your clients go to the Mall to withdraw cash instead of being negligently exposed to potential *****.