Poor service at FNB

I deposited money into one of their onsite ATMs in Krugersdorp on the 3rd of May , the transaction failed and I did not get my money. I then went into the branch the following day to report the matter and filled in claim forms , and have not received feedback regarding the claim . I then went to the branch again to enquire about the progress of the refund and was told I would receive it by the 11th May . This is such an inconvenience because it is the second time this has happened to me and the service is just so appalling because no one seems to know what to do and I get false promises. Another inconvenience is that I am a premier client and I called customer care several times and held the line for more than 15 minutes at a time without anyone picking up and yet the service is allegedly 24hours it’s just a rip-off . FNB used to be one of the best banks that came highly recommended but the service is deteriorating so much