no assistance has given to me

i was at fnb atm oriental using card less banking. i withdrawn 700 everything was going well except when i supposed to take cash immediately the machine said out of service without giving me my money. immediately i made a call to fnb to request assistance because the money was supposed to fill up the petrol. the call centre responded that i must go to the nearest branch and i was not having my id so assist me what must i do to get my money back is not the first time to ****** by the atm machine, reporting it and not getting my money back. i hope this time i will fight with you until i get my money.