Money not returned - Poor service

I went to an ABSA ATM on the 29th of July 2019, the money was not dispensed, i received a slip to say my money will be returned. Its been a year of going to the bank(ABSA several times), then flying back to China and filling in forms, then when i went back to South Africa in January this year, i was told that my bank and ABSA are dealing with it. Its been a year and no response from ABSA to my ABC bank(China)'s request. I find that ABSA should be held accountable and my money SHOULD BE RETURNED ASAP.