I need my cash back please

On 27/01/21 i tried to withdraw money from Hillbrow Highpoint Atm.the atm swallowed my card and no cash was dispensed.i got a sms that money had been withdrawn from the very same machine.all this happened at 8:35 and i left machine at around 8:50.i got sms whilst standing.i signed a ATM/ADT Claim form at around 9 in the morning the very same day.i was told bank would get back to me within 2days.That's my rent money i'm talking about.i blocked my card and was charged for a new one.why should i be charged as this is not mu fault.on 29/01/21 i get sms that i should deposit cash into my account as it is at -117.like really ????