Bad Service and Missing Cash

On the 9th August i tried to withdraw money using a tyme bank, All the money requested was not dispensed, called them. They said it would take 2 to 5 days. I am still waiting for my money. On the 18th I tried to with draw money at a pic n pay till, it declined my request, later I got an sms that money went out of my account. When I called them they said it's a common thing they will assist me. So my two transactions are still pending with them