Question for PostBank Uganda (PBU) - Hoima Branch

On 24/12/2018 in the morning i tried withdrawing money with my Orient bank ATM but the machine did not give me the money and i immediately went to the manager that same time and she assured me that they will put it back on my account within 7 days. but its now 13 days without my money back on the account. what went wrong and please i need my money (400,000/=)