Poor customer service at FNB, The Grove Mall

I tried to deposit money into my bank account at FNB ATM at the Grove Mall on the 16th of February. The ATM took the money and the ATM was out of service soon thereafter. The money never reflected into my bank account and the transaction was cancelled. I got the slip from the ATM saying the deposit was unsuccessful. I went into the branch and I was made to complete a dispute form. A consultant informed me that the process normally takes 24 to 48 hours. I asked if it is possible that the process could be expedited because the money was for debit order which will go through the next day. A consultant called Annetjie said she will try her best to assist me. She further mentioned that she will phone me today in the morning. However, she never phoned. Why did she make a promise she cannot keep? She behaved like a consultant who cares about clients and yet she has don't care attitude.