Machine/ Offline ATM

on Wednesday a deposit was made on the ATM but it was not successful as the machine went offline. The service consultant gave us a form to complete and informed us that we have to wait for the ATM cash to be balanced. i want to know why that issue was not resolved immediately because its not our fault that the machine went offline. And now its more that 24 hours and the issue its still not resolved. This is not the 1st time i experience this kind of a service regarding ATM's faults with FNB, Three years ago the ATM at the Dube branch in soweto when i withdrew my money it returned with a shortage of R 50 up to dat that issue is still not resolved because i was sent from pillar to post by the branch and eventually i was told that there was no extra cash when they checked the ATM. so what surety do i have that the money we deposited on Wednesday will be refunded to us and to make things worse no one is giving us feedback on when this issue will be resolved.