Hongkong & Shanghai Banking Corporation [Hsbc] — money didn't come out of atm but was charged and even the video of transaction is not being made available

Website:

www.hsbc.co.in/1/2/homepage

In pune at an atm while withdrawing cash the screen showed that the money was dispensed but no money came out of the atm. Immediately within minutes we complained to the bank in writing complaints. [protected]@hsbc.co.in. The bank assured us that they would check and come back. They registered the complaint areef (Kmm19238997v25690l0km). Now after their investigation the bank is saying that the customer shall pay for the amount that was supposedly dispensed because the atm provider told them that the money was dispensed. I feel cheated and donot know how the bank can do this for a customer who is 20 years old customer. The complaint was investigated through jan - feb and march and i patiently like a good customer trusted them that they would really take action and refund me the amount back. The internal hsbc ombudsman also maintains the stand that money was dispensed. I told them that this is untrue. I eventually asked them a simple thing. Every transaction done on an atm does have a video associated with it to guard against any false or fraud. I just simply asked the bank to provide me the video when the money was dispensed in case we are claiming the wrong thing. The bank i feel did not do any enquiry in this nor has it provided me with counter evidence. As for me i need to get my money back. This is outright cheating. My trust of so many years is broken. I will be shortly proceeding to close my account because i donot know when they will say that a transaction has been done on your account and that you as a customer will have to bear the expense. They are also brazen about it from the last call i feel. Please help. I donot know really what to do. Please email me on [protected]@outlook.com