the QIB customer service is right in telling you to contact you bank, in this scenario you have to file a dispute in your bank and it will be a bank to bank communication... no bank in the world (ATM that is) will be able to refund your money right away. It happens that some ATM, sometime malfunction.. so the next time this scenario will happen to you, do not hesitate to call your bank as they're the only one who can help you to retrieve your money.