Poor service

Good day I am deeply disappointed in the service I have received from your Canal Walk branch as well as your contact centre. Yesterday I went to an FNB ATM to withdraw funds however the money was not given to me at the ATM so I am currently out of pocket by R2 000. I made contact with your call centre and was informed my query has been escalated, the agent could not confirm a turnaround time. I then went to your Canal Walk branch dealt with your consultant in branch who had no empathy for the situation. She advised I will only receive feedback on the 09/10/2017 which is unacceptable. She notified me that your organisation has no escalation process when a client doesn't receive funds at the ATM, after requesting to speak to her manager she informed she was able to locate an email address to escalate my query to. I was not satisfied with the information provided. I then made contact with your call centre once again and requested to speak to a team leader Yolandi who confirmed she will call me before close of business today. It is 18:07 and I have not received a call back as promised. I am seriously disappointed that out of the 4 people I spoke to in your organisation, no one can assist me.