ATM ISSUE AN AGENT FAILED TO ASSIT ME.

on this date Jan 16 2024 i withdraw money from nedbank atmFn350 atm number in kliptown. the card came out the the slip says cancelled but the money never came out. so i then try to rich out to call centre agent both of them they told me they cannot assist me because i am not banking with them. i told them i am using rewards card an thy persist on saying call your bank even whn i told them several times that its not a bank its a reward card. i had to stand in that bank an never allowed any person to use it cause i was waiting for any one to assist me. i told the agent to block the atm cause i was the second victim in that bank on the same day. i withdraw R600 an even told the agent to trace the transaction on that atmfn350 she refused an say call your bank. i lost money for stationery for my child an the big brand NEDBANK failed me.i called using my same number twice an both agent failed me.so my question is; is NEDBANK saying if u not banking with us dont USE our ATM? cause that is clearly the treatment i received. the sad part is i am banking with them.on my personal account.meaning they will give me the same treatment when i loose my money with their account.