Withdrawal Canceled

Withdrawn cash from one of your ATMs... It said transaction canceled.... Did the follow up regarding the matter the following day I was given a reference with an agent saying I'll be called back as soon as they the issue is resolve Called after months to do follow up I was told it was rejected due to incorrect amount, gave the same details it was pending for a week only to be told that the ATM was Balanced..... The account belongs to a pensioner who believes I stole from her.... Me paying it back it would be admission of guilt. Can I please be reffered to someone who can resolve the issue as im labeled as a ***** and it's deformation of character