Pathetic Customer Service from FNB

On the 8Sept19 @ 10.03am, I went to the ATM inside Sanlam centre/Randburg square mall. I inserted my card into the ATM and entered my pin, the screen turned grey and wasn’t showing any options on the screen, we wasn’t able to select the amt to withdrawn. I cancelled my card, as the card was been ejected out the machine, an unknown male walked up to the machine and pulled the card out of the ATM. My husband fought with the male and we retained our card. 3mins later (10.07am) I received an sms on my cell stating R3000 was withdrawn from my account which is confusing as the ATM wasn’t showing any options for me to select an amt as it was greyed out. I called the ***** dept which took forever to answer. I received ref2019_950274, ***** states the claim takes 3-5 working days. Called on 11Sept19, was told im calling too soon, its still under investigation. ***** dept emailed me a cheque and debit card form on the 11Sept19 to complete which I did. New ref number was submitted ***. Called again on the 17Se*** spoke to Natasha, she stated the claim is at the wrong dept therefore I must complete another form for cheque and debit card which I did. 20Sept19 I went to the FNB branch and I spoke to Johanna, She called ***** dept and spoke to Mpho whom is now handling the case. I sent 3emails to Johanna and Mpho requesting feedback, received an email from Mpho who stated she is no longer working on the case. I then spoke to frank from premier bank whom said they will follow up, till date 21Oct19 – I have received no feedback. I called Andrew from premier account dept on the 30Sept19, he said he will follow up, I called again on the 3Oct19 he states case is still under investigation, then I was told all ATM queries must be dealt with the bank itself. Why such a massive deal for this to be told to me? Johanna from the FNB branch called me on to view the CCTV footage of the situation, the branch then mentioned the unknown male stole our money. How is this impossible if the ATM didn’t allow me to enter an amount as the screen was grey. How was the money withdrawn? I have spoken to 2x another banks whom have mentioned FNB is responsible to refund the money due to the ATM not working and allowing digital ***** to take place. What process needs to be followed from here on for more info on my case and will my money be refunded? I have all the emails, paperwork and sms notifications saved for futther ref.