Holy cow this happened to me on Sunday at the Scotiabank ATM in Playa Del Carmen, went through exactly the same process as you did. I even tried the transaction a second time. Got no money at all.

Two days later and both amounts are removed from my bank account. I spent thirty minutes on the phone with my bank. They will refund the money to me within 7 days and take up the issue with the bank in Mexico for me. They also said it can take forever to get money back from Mexico. I guess I am lucky my bank will front the loss for me.

Ticked me off as I was careful to only use bank ATM's.