Money at ATM

We drew R2000 from our Nedbank account at an FNB ATM. The money did not come out, we received a slip to say our request can not be processed at the time. Our bank account is showing the money did go out of our account. The assistance we got from Nedbank is terrible!! They referred us to FNB, saying that it's there mistake. We went to FNB to ask the manager - who saw us without hesitation for assistance. He was so supportive and positive. He referred us back to Nedbank. Nedbank refused us to see the bank manager, saying that when he's busy with work, he's not allowed to leave his work to speak to clients. We have now been told that we MIGHT get the money after 7-10 days, with no compensation for the R200 bank fees already charged for this as well as the endless telephone calls and trips to the bank as well as time off from work. FNB said that if it was their bank account, they would refund within 2 days. I'm thinking Steve is working for Nedbank...