ATM MOBI MONEY QUERY

I visited Nedbank k on the 12 November to withdraw mobimoney and the ATM did not dispense cash. I entered into thier branch at Brits mall and i explained to the lady at the door she was puzzled like its the first time hearing this. I went to enquiries to log a query and they gave me a ref number and the consultant was not sure of the turn around time... I got an sms with ref number even today i haven't heard anything from them. What poor service. Am not even sure how will i get my money..... Whether it will return to the senders acc or what. Disappointed