Nedbank flops and will be switching banks

Nedbank has outdone themselves again with bad service, I sent a cash send and the money didn't go out as their ATM was faulty and they declined my query this is not the first time we having the issue with the same ATM. My question is why are they not maintaining these machines because this is peoples money and lives they playing with, only to find that when I spoke to one of their consultants Akhona she indicated that the investigation wasn't done effectively as she is seeing faults on her end and that she will escalate and get back to me before end of business yesterday and still today no response. I am so disappointed I cant even write the full story. I want my money back or else the Ombud will assist.