Nedbank Service is disgusting

I have never been this disappointing by a service in my life. I recieved a voucher number for a card less withdrawal from my daughters father. Being an unemployed lady I needed the cash to quickly rush to the bank to buy food for my kids with that same cash as we running out. I went straight to the nedbank branch at wonderpark mall to withdraw the cash. I entered my voucher pin and everything as per withdrawal instructions the machine said it was processing my money. Patiently waiting the cash wasn't coming out and the machine just said Thank you.

I tried doing another withdrawal and it gave me a receipt saying the cash was already withdrawn. I walking into the branch and informed them that the ATM did not take the cash out . I was told that I needed to call their toll free number myself to inform the call center of the incident. There i was calling as I am in need of the money. A young guy kept keeping me on hold after asking me for me for my info. After 30min of being on a cash the guy came back and told me that they would 1st have to an investigation and also count how much money came in and out of the ATM also someone would have to be sent to check the cameras. I told the guy that this was nonsense and had nothing to do with me. The investigation was nedbanks internal business not mine. All I did was go to an ATM to withdraw cash that belonged to me and the cash didn't come out. Unfortunately nothing could be done until this investigation would take place and the results could only be given to me after 7 working days.

I am now stranded at a mall with no cash, no food for my kids and no petrol to get back home. Because something that isn't my fault Unfortunately no became my problem. I am disgusted by the way nedbank handles such issues and the fact that they do not have a system that actually shows when cash has came out or not from an ATM is appalling.