Nedbank poor service

I have tried to withdraw money with Nedbank bank ATM, it was cash send from my momo App account, I have entered the voucher number and pin while it's time to receive the cash the ATM restart, I haven't got my money, I called their line they logged the quire and advised me that they will investigate the matter, today the declined my request, and the consultant said it was successfully but they dnt know why the manage declined it. I'm so angry coz there is camera's they can check if I got the money or not.