How can we HELP you? but really when does FNB really HELP?

I am extremely disappointed with the level of service received from FNB, and this leaves me wondering if this is an acceptable manner for FNB to treat the poor class. On the 25th of June 2018, I encountered a problem while using an FNB ATM, the ATM ejected my card twice but did not dispense the cash. I reported the matter to the nearest branch which is about 50KM away. Few weeks later I received a letter saying FNB will not be held liable for a refund, the reasons insinuated that it was my negligence. Somehow the letter was very generic and appeared like a standard ready-made template to reject a claim.

As per the letter, I wrote back to care@fnb, they did not care at all. The same letter I received first time was returned with just a different date. I was told the matter has reached a deadlock with FNB and I can escalate it to the ombudsman. I referred the matter to the ombudsman, and the next day I received an email from FNB saying it was an ATM fault, with the trail of activities showing the ATM retracted the cash back. I then filled in the form and sent it by 17 August, on the 28th of Aug I was told there is no form attached, it has since been sent again. Still there is no response. Is this how you treat the destitute customers? I feel I have been taken for a ride, how did the matter reach the deadlock without assessing all possible faults that could have occurred? I understand R3000 is a drop in the ocean to the bank but to me it’s what I survive on. I have borrowed from Mashonisa’s while waiting for FNB to finalise but no, here I am about 71 days later I still don’t have cash back. So I pay interest and fares to the branch and still wait this long. If this is how insignificant I mean to the bank, then maybe the poor customers are not for you. I wonder how many have been taken for a ride like me and have been told the same reasons as me (negligence).