Cash sent still getting resolved!!!

On the 31st of December 2025 I received a cash send which I tried to withdraw at Jubilee mall in hammaskraal. Money did not come out and went over to the next ATM and it said cash send redeemed, I immediately went inside the branch to lodge a complaint I was given a reference number and told it would be resolved after the ATM gets balanced. When I came back to JHB I went to Florida And I was told it wasn't escalated then I went to maponya mall and the consultant sent an email and told me it would take three working days. It is now the 24th of January and it is still not resolved. The ATM was balanced and turned out it had run out of money. What more should a person do to get their rightful money back????????