UNHAPPY lack of Assistance with my query

I am not happy with the service I am getting from the Shirley, here my query

I had an ATM withdrawal on the 18/06/2021 of R4000, the ATM refused to give out the money however I immediately decided to withdraw R2000, as I thought it may be too much to withdraw R4000. Insufficient funds notice was given and checked my phone, only to find out there is a withdrawal message. I then called Nedbank and spoke to a lady who advised me that she will log a query. I received a notice yesterday that my query was actioned and declined. I called in to enquire more about the decline message. I spoke to a lady that was very unproffesional and did not assist at all and put me on hold throughout up until I had to drop the call. Can some please give reasons for the decline message I got because I do not believe that my query can just be rejected like as I was at the ATM and did not leave it because I continued to try and withdraw R2000 as I thought the R4000 was refused