Bad feedback just for a token

I was by Absa atm at Campus Square on the 31st to withdraw my cash send from Hollywood R1000 and it made the the machine to get stucked then on the 3rd they logged a case for me up until today I've been getting stories that the customer service needs to send the token soo that I can withdraw up until today no luck he is trying his level best no luck at all can I get feedback with the way forward as it's roughly 8days no feedback..he tried clearly someone is not doing his job just for a token as the money was found in the ATM..