Punjab National Bank - Cash not withdraw from atm

My grandmother is having the account in Punjab national bank branch Birdha Lalitpur UP ******. ( account number -****************).
On dated ** December ****, I ( Satya Prakash Panchal) was withdrawing ***** Rs from the branch atm in the afternoon near ** o'clock. There I didn't receive the cash but got the message of amount deduction. Then I talked to branch there I was advised to make a complaint to customer care. So I did complain number was -(A*********) where was adviced that your problem will be solved within * working days. But after continuously trying till ** days customer care executive told me that your money has withdrawn according to him and the complaint is solved from there side but I told him that this is not correct so he advised getting cctv footage from the branch. As I did make application given to the manager but the manager was not helping at all then I contact to their senior officer continuously R.M. Jhansi and Mr Yogendra, Mr Sachin to get my problem solved. But as before everybody is just playing with us by saying the next day next or next day. We complained to police thana Birdha but there is no solution we received yet. We write to many related officers too. They have passed * months by saying *-* days and next day now they said no cctv footage is available because the camera was off at that time. My grandmother is in a serious mental problem. So please see this matter and all the application and complaints I am attaching with this.