Nedbank MobiMoney

On the 27 September I received Mobimoney which I went to withdraw at a Nedbank ATM and unfortunately for me after putting in all the details for the withdrawal the ATM shutdown before dispensing the cash and I immediately called the bank and they logged an inquiry but to date that issue is still not resolved. I was advised that this would take 4 working days cause they have to do the ATM balance for that day and investigate but this is day 18 now and still no resolution. I have been telling them that I need to pay kids school fees before my account gets handed over but it's clearly not an issue to them. I mean the are cameras by the ATM's why are they not requesting for the footage if the problem is trust. I am highly disappointed with Nedbank... If my school fees account gets handed over Nedbank will have to pay the interests charged.