Once again quick to take, forever to refund

This is a bank that i have banked with all my life from the age of 16 not once have i thought about changing banks but this time around i am seriously considering it, I deposited cash into my account on the 29th Nov and during the process the atm restarted and all i received was a slip stating that the transaction had failed, i went back to the branch with the slip and logged a claim the people at the branch helped me and advised i would have to wait 48 hours for investigations to be done and money to be refunded into my account. On the 3rd Dec i went back to the branch to get an update and was told they couldn't confirm the amount and will have to do a physical cash check to confirm and then relog the claim and i would be paid the next day... after doing that i received a message via the fnb app to say the amount will be refunded within 8 business hours. it is now 5th Dec 14:48 and still i have not been refunded i went back to the branch and they were unable to help me due to not having any electricity, i called the head office at bank city and was told that i must just wait and if i do not receive the refund i must just go back to the branch and check with them... im not happy with the service because it was confirmed that the atm was physically checked and confirmed that the amount was in the machine... why not just call me and tell me to come fetch the cash rather than give me the run around like this for my own money... i get charged crazy bank fees and yet i am still loyal but this might be the turning point for me to move to another bank. Its festive and cash is needed beyond the need to live and get to work and now im stuck at their mercy waiting for my own money to be returned to me.