First National Bank
ATM withdrawal - no cash received

I tried to draw money from a Standard Bank ATM on the 30 August 2013. I received no money and yet on the 2nd of September 3 x R600 was withdrawn from my FNB account. One of the R600 was refunded on the same day. I then submitted a claim for the remaining R1 200. I received R600 back 11 days later and to date I have not had the balance back. When I called I was told I had not mentioned the 3rd amount - this was detailed in the call, email and on the dispute form??
I have phoned, emailed and keep getting told that the dispute department need the dispute form again and they don't talk to the public and the staff can only submit disputes via email, etc.
If this is the service Premier bankers receive I need to understand what I am paying extra banking fees for.