ATM and Customer Service BULL****

I Withdrew Money from an Old Mutual ATM on the 26th last week Friday. To my surprise the ATM Declined my transaction with an error code '99 No response from the bank'. 3 Minutes after that my money was gone showing that i have withdrawn the money. Called the call center and was advised to go to the branch and Log a Dispute form which will take 3-5 days. I did that because its my money, Went to Forest Hill Mall and was assisted by the branch Manager Strike Mahlangu who promised me that my money will be back into my account within 24 hours, that was Monday the 29th. Today is Friday the 3rd i received an email that was forwarded to me by Strike from LLOYD LOSPER who now says i need to wait for 10 working days. Old Mutual please tell me how to deal with all this *********** people you have. All i need is my money i have produced all the Evidence that the ATM declined my transaction whats so hard that needs 10 days to investigate?