Unreliable service

On the 3rd I sent someone to go and deposit money for me at FNB Bank City and the money was for my funeral policy which was due on the 4th August , the person went and deposited the money in one of the ATM'S however the payment didn't go through due the ATM being offline or something , he then went inside the branch to notify them about the incident had at the ATM. He was advised that he needs to come the next day and the issue will be resolved. The next day I personally went to the branch and requested that the issue be resolved and that money should reflect to where I was depositing the money to , the consultant who was assisting me told she needs to submit a claim which was going to take 48 hours to resolve , I refused there and there and told her that I want the money to reflect today ( 04-08-22) she then went to her line managed who advised to proceed with the claim and they will follow-up with the ATM guys and call me back. It's the 08th today i haven't received any feedback from them and I'm if the money was deposited towards my funeral cover.