Kotak Mahindra Bank — atm money not received but same amount is debited

On 28 dec 2018, i draw atm money from hdfc atm at sant nagar burari, transaction was passed but money not received.
I complained to customer care on 29 dec 2018, but after 7 days they mailed me that complaint is rejected because transaction was successful.
Therefore i request you to take this as serious and solve my problem immediately.
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Complaint number - 1_[protected]