Un happy with feed back

Good day, on 25 of January my wife and i went to Ned bank in malvern to draw some money, as we approach the bank ATM i notice that there was a line to use the machine, i told my wife to go and follow the line while i park the car. by the time i could park she was already at the machine, as i entered she told me that the card got swallowed by the machine and on my phone a message came up that R5000 was drawn out of my account, we phoned the operator and made a complain, took the reference number, went to the police station and made a report, they gave us the affidavite. on Monday the 26.02.15 i went into the bank and made a report and was given a reference number. two weeks later i was told that they can not pay my money because i shouldn't give my wife my pin number because she is a third party, we are married in COP and i always ask to draw for me. Please help, i have all the relevent documents and letter's from the bank.