POOR service

I was sent money through Ackermans and l was to withdraw at an absa atm, the machine mulfuntioned and bank slip said the money would be returned, after a day or two it now says the voucher was redeemed we went to the branch with the sender and was told they would investigate, I fail to understand such a big bank can't spot check the voucher number refence and see that the atm did not dispense the cash I'm disappointed the voucher number is *** the date of the incident is 29/03/25 we are still waiting for a solution