No resolution on a long oustanding matter(

My mother went to withdraw R1000 cash on the 19 June 2015 at one of the FNB ATM's at Maponya mall, unfortunately the funds were not dispensed and she did the most sensible thing by calling FNB to stop the card. The next day on the 20 June 2015 she went to Maponya Mall branch to report the incident and was advised log a dispute and was advised it will take 7 working days to resolve.<br> <br> To cut the long story short we have been waiting for 3 months for feedback, I have escalated the matter to the branch manager, ATM custodian their names are as follows: Elekanyani Nthangeni, Yonela Ngxishe and Sarha Sheik-Imam, It was confirmed that the video footage showed that funds were not dispensed to my Mother.I called the complaints department today and spoke to a lady who advised i can't log a complaint because i have to liaise with dispute department she transferred me without asking if she can transfer. <br> <br> I spoke to Bongani from the dispute department and he advised that the matter will need to be referred to the dispute department again and that it will take another 48hrs for response, this is really unacceptable customer service from one of the leading financial institution in SA.