HELP

On the 25 of January 2023, I made a withdrawal on the ATM machine but the machine switched off before I got the money. I wrote the email to Absa reporting my issue, they told me that they cannot resolve my issue through email, I must visit the branch and they gave me a reference: (_00D1r1GluM._5005qKRvas:ref). I did visit the bank as they suggested, and they gave me another reference (C-***4). Nothing has happened since and now I don't know what to do.