No cash dispensed at ATM, no refund and no feedback

I logged a request on the 24th November already, turn around time for feedback was 5 days. After 5 days still nothing. I withdrew R3k at an atm, before the cash could be dispensed load shedding kicked in and the cash was not dispensed. I immediately went onto the app and opened the chat where i was advised to complete the dispute form and I can leave the atm as the cash will not be dispensed. Up until today I have not received any feedback neither the cash