ATM CLAIM

On the 15/02/2016 I tried to deposit a few 1000's at an ATM at Northgate branch. The transfer was unsuccessful and my money got jammed. I went to the branch on the 16/02/2016 to lodge a claim. I am still waiting for feedback 10+ days later. No one phones I phone all the time and ask for feedback. I am so frustrated because I need that money and it is really unfair how NEDBANK is taking this so lightly aftr I lost so much money. what do I need to do to get my money back? please advice!!!