Pathetic Private Wealth customer service

On the 11th of October i had travelled to bangkok, whilst I was there I tried to get some cash from their ATM, and unfortunately their ATM did not have enough funds so they only gave me a slip, but no cash came out, and also deducted the amount from my bank account. The amount was about R1600.

I then went to their bank inside and told them about the issue. They called the call centre who then advised I need to talk to my bank (FNB) so that they can be the ones to contact them (KTB) so that the funds are reversed immediately.

I then contacted my banker, whose name is Somila Zondeki, who told me that she is unfortunately not able to help me in that regard before she could even attempt making a call. This is not the first nor the second time my banker has refused to help me with anything. Not even with bank statements. I always have had to fight with them in order to get help but still i never get assisted with anything even after paying such huge amounts of being a private wealth client. I am now considering taking my business to another bank because I have never been happy with FNB ever since i moved to private wealth. I am even considering taking this whole issue to social media. All i need is my money back, nothing else, how hard can it be to assist a client with calling another bank? I am soo furious!!!