Canara Bank — Money debited but cash not dispensed

We have launched an offline complaint regarding our problem that 5000rs were debited from our account even when the cash was not dispensed. Our complaint got rejected by the bank for some unknown reason. That's why I need the whole proof i.e CCTV footage of that atm and the reason on which the complaint got rejected. It's been 45 days since this problem happened and no one from our bank is giving a proper response. Kindly look into this matter and try to solve it as soon as possible.