I need my funds back

On the 16th of December I deposited an amount of R12 590 into the ATM which was unsuccessful. I logged a complaint the following day because it was a holiday and I was told the money would be in my account within the next 5 working days. 5 days came and left and still I had no money in my account let alone any correspondence with anyone from FNB. Christmas came, a very dreadful Christmas to add cause I had next to nothing for my family. New Years came and still nothing until I decided to call the complaints department and a lady assisted me and sent an email through, when checking the status of my complaint it surprisingly said 'STILL PENDING' after such a long time. I received a call of which I spoke to someone from FNB, they told me they found only R90 and then they told me that there was R1250. I asked them to send that to my account whilst looking for the other funds and that fortunately was the case by midnight I had the R1340 (added the R90). I waited for the feedback about the remaining R11 250 and there's nothing. I call the direct number that called me and they say that he's either having lunch or he'll get back to me and that hasn't been the case since. In all honesty I wouldn't have moved to FNB if I knew that this was the form of treatment I was going to move to it. It's school time now and alot of things need to be done!