ATM CASH JAM - regular occurrence apparently that the bank does not warn you against!!!!

ATM CASH JAM: i have a reference but i am told 7-10 working days to follow up .... not get my money back, just to follow up. i do multiple call me backs, emails. i phone only to be put on hold for over 45 minutes at a time when i eventually have to hang up and try again at a later time.