Am very disappointed

I am very disappointed with tge service I have recieved at tymebank my partner withdrew money from a Nedbank ATM and the didnt come out because the ATM restarted on the 6th of September 2025 we called in to get assistance immediately and where told that a case was logged which we didnt mind but it has been over a month now we still havent got our refund back we called in yesterday to have it sorted or to even ask on what is the outcome and its still hasnt been resolved and when we call the call center we are told that the matter will only be concluded on the 31st of October which doesnt make sense because we cannot wait for 2 Month just to get a refund.