Money retained by ATM

I deposited cash at the ATM on 03/09/2025. Something happened with the ATM so the depoait didnt go through. And the cash didnt come back out of the ATM. I reported the matter to Nedabank the very next day and was told the turn around time is 7 working days. They refunded part of the money but not all of it. What annoys me the most is that I am the one who keeps going to them and I am the one who has to keep calling them. When I call I keep getting the same answer "we will call you back". Nedbank needs to pay me back my money.