Frustrated ATM Client

So I logged a query with FNB after my money was swallowed by their sunny park ATM on 18 July 2018, within a day I got a call Anna at the Branch asking me to come fill the forms for a refund, I could only go to the bank on Saturday as I am working and cannot take time off work, she ask for my e-mail to forward the form as everything should be done by Friday, I comp**** and gave her details of where the funds should be deposited, till this day no funds were paid over and when I call customer service I am referred to the branch, I ask for time off work only to find that the branch is closed. I phone to log a complain and was told it will be escalated even now nothing is happening,