****** money at the ATM

On the 1st February on a Sunday I went to withdraw money by the ATM. My card got stuck in the ATM,I then phoned the call centre so that they can block the card. Whilst I was waiting by the machine I got message from my cellphone that R3000 has been withdrawn from Spar Boksburg. Before that I had tried to cancel the card .I then talked to the agent, she adviced me to report first thing on Monday morning which I did, I filled the forms at Fnb and then they said they will investigate and then come back to me. Yesteday they said they said they cannot give me my money back as my card was ****** by someone. I am not aggreeing with them please may you help me, I get my money back as later on when they checked the ATM they discovered a stick of matches stuck in the Atm and also the security was not there when everything happenned he said he had gone to wash his hands.