ATM Shutdown while depositing money

Reference ***5 and ***0

Good day

I write this email with a serious level of exacerbation. On Monday the 23rd of July 2024 at around 20H30, I went to the ABSA Centurion ATM to make a deposit of R3 560 at the ATM to the compensation commissioner for the letter of good standing. While depositing the cash at the ATM, the ATM allowed me to drop off the cash i needed to deposit then closed and counted, the the ATM confirmed that some of the bank notes could not be accepted by the ATM. While waiting for the rejected notes to be ejected, the ATM shutdown and restarted.

Out of frustration, i called the ATM ATM hotline on ***only to find that the line works from 8am to 16h30, i then called the ABSA ***** line on ***only to be told that i must report this to the branch in the morning. I went to the ABSA Centurion branch, they then advised me that they will log the complaint with the service provider SBV to investigate, then they will give me feedback within 3-5 days. I also spoke to Elaine (supervisor) and she confirmed that she has logged this as an urgent response and feedback will be provided within the 3-5 days or even before. They also confirmed that the funds were not deposited successfully to the account in question.

By Friday the 26th July 2024, I still did not receive any response from the bank. I then called the bank to ask to speak to Elaine and she advised that the service provider confirmed that they are still counting the cash and once done they will revert back to me. I was not happy with the response and asked to speak to the branch manager, Steve who said he spoke to the service provider and he will provide feedback before the end of the day. The day ended and no feedback was provided. Saturday came and passed with no feedback. Today being monday, 7 days since the incident occured i still have not received any feedback or assistance to get my money back since i had to make another cash withdrawal to be able to deposit the required funds.