No refund received

Brief: I tried to withdraw R400 from the satellite ATM at Monavoni Sasol on the 9th of Jan, no cash came out of the machine but the funds were deducted from my account, I kept the slip and sent my query to the mail address noted on the FNB site, that was 12 Jan, REF ***, and received the auto response saying i could check again in 5 working days if the money was not refunded, 6 working days there after i mailed again and to date still no response whatsoever, please may I have feedback as to when I will be refunded,