Money no being credited

I was deposited R12,500 at an fnb atm on the 11th of December 2023 at west rand in pretoria and the machine did not credit the account and a slip saying deposit was unsuccessful, i filled in a claim form and the guy helping did not even explain anything to me how long it will take for the money to be credited and all he did was he wrote a reference number on the form and gave the form back to me and saying its done, i went back the first time and he said i should wait 48hrs so i waited patiently, it now 3 days later no communication from the bank to notify of progress i had to go there today all i was told is its not processed...its really frustrating its now over 72hrs and no communication from fnb....please i want the money to be credited.