ATM Malfunction

On Wednesday the 30th of May, I attemepted to pay my rental amount by depositing into a standard bank account at an ATM at Northgate Mall. Upon trying to cancel my transaction after realising I had inserted an insufficient amount, the machine did not return my cash. I then called the call centre, where I was told this should take a minimum of 5days to be sorted out. Should this be something I should be understanding to yet I have already been fined for late rental payment because of your malfunctional machine? To add to my frustration, your consultants say there is no guarantee of the issue having a positive outcome! If you machines aren't working properly rather make it unavailable than inconvenience customers.