Frustrated Client

On the 4th of September I deposited R11500 into one of the Alexandra Plaza Mall atms and the funds were retained by the atm. I went into the branch to log the query and the consultant (Veronica if I'm not mistaken) filled in a form and informed me that the query will take up to 7 days to be resolved. On the 12th I was issued with a ref number ***Q, on the 13th I was told the query is being investigated. The 13th being the 7th day and I'm expecting the money to be in the account. On the 16 I get a message stating that the funds will b in the account in 48 business hours. So according to the above my query hasn't been resolved in two weeks. On the 15th I sent a email to *** but no one seemed to care to reply. On the 19th I called their client care and I was told that the query is logged by the branch and another department and the atms need to be balanced but that can also take days. What I don't understand is why must I as a client be disadvantaged by FNBs internal control, surely if there's an atm query the atm must be balanced as soon as possible to ensure that the query is attended as quickly as possible I mean this money could have been urgently needed by the recipient. And now for the two weeks or so the money has not accumulated interest, I wuld also like to know what will happen to that. Fnb should honestly live up to thier slogan of how can we help you, cause at this moment they are not being helpful.