Refund my ATM swallowed

The Maponya Mall Nedbank ATM swallowed my money when I was doing a cardless deposit to my account on Friday. The ATM went off then on a few seconds when I had just inserted money. I called the call center immediately and gave all the details that an agent required from me for the bank to give my money back. On Monday, I called my banker to follow up on my refund. To my surprise he told me the matter was declined. He relogged another call for the same matter on Tuesday. He has been trying his best to get this matter resolved but till now I I haven't received my money back. I now have to keep borrowing money from people while my money is idling somewhere in Nedbank's ATM. I am so disappointed by how the bank is treating me. I have been their client for so many years. I am their private client yet this is the treatment I get from them. I only want what belongs to me. Thank you to my banker for his efforts to help me, it is not his fault but the banks