Pathetic Service and Theft

I withdrew cash from an ATM and no cash came out, fortunately or unfortunately it was an ATM at EastGate branch. For such a digitally advanced bank you still have to do it old school and go into the branch and lodge a claim and fill in a form. I was advised the money will be reversed back into my account between 3-5 business days. I return to the branch 5 business days later only to find the ATMs department ahas refused my claim and advised the branch to review the camera footage, had I not returned to the branch I would not have known this. And another lady also with a claim but she’s been waiting more than 2 weeks for assistance. ZERO communication regarding my claim.

The branch consultant then advised me she will need 72 hours to view the footage. Utter *******, 72 hours to view 10 mins of footage. After voicing my frustrations regarding turnaround times and lack of communication she advised she’ll call me today before close of business today. Not only am I insulted that we resorting to camera footage, the service has been putrid.

Perhaps ATMs division should be investigated because how are the ATMs balancing with an excess of cash? Are they pocketing or *****ing the money? I want my money and I want answers!!!