Withdraw not dispensed

In June I help my grand dad to withdraw his pensioned using Ibank ATM money was not dispensed at Ibank they said I must. Go to post office when I got there they said I must come with granddad to fill in. The form. I did come with him they filled the form and he signed nothing. Theysay I must come after 14 days to check the ffunds since then I have been going there with no luck the lust time I. Was there they said the money is not coming back I ask them to show me the response they say they don't have it in writing I asked for the contact number and they dined I am warried because that money is lying on saswitch my contact no is ***