Queenstown Absa bank not helpful

So on the 1 of December I went to canal walk absa brunch to withdraw money for my dad ,so as I was waiting for the for ATM to produced the money ,it gave me the slip saying the transaction wasn’t unsuccessful the money will be reversed back automatically until today.My Dad who is a pensioner been going to the branch ( queenstown branch to be specific to resolve the matter .But no help they did say the case has been lodged but nothing from my dad no communication noting and the money is not sent.it’s very frustrating it’s December we can’t do anything 5000 that we don’t know what happened to it . And at the canel walk brunch they did assure me that the money should be reversed bcz it’s not some sort of a **** or anything.It’s just that it won’t be received automatically .Please help