Money withdrwal

I went to ATM in TradeRoute to withdraw R850.00 but the money did not come out. I imediately contacted Nedbank on *** and I was provided with a reference number: 809932. One of the workers in the name of Zama requested that I check with the Bank today, 02 November to check if my money is ready for refund which I did this morning. To my suprise I was told by Bonginkosi Shabangu to be patient for the things that I did not create, I missed paying rent due to this error by Nedbank. Kindy assist