Incompetence Service from FNB (Westonaria) Consultant

On the 3rd of January I deposited money on the ATM and shut it down after depositing the money and there was no reciept from the ATM, the following morning i went to fnb branch in westonaria to report the incident. I went to a consultant whom i dont remeber his name but i dentify him. I completed forms and signed then i was told to wait for 5 days to be called by fnb confirming that the money was deposited, to date i have no response from fnb and i had followed up again on the 14th of January but still no response, can fnb refund my money so that i can deposit it myself.??