Saswitch waiting time

My mom withdrew cash from an ATM and the money was deducted from her account but the cash never came out of the machine. We were told to email the slip and it will be resolved in 7 days. it is now 12 days later and the matter is still not resolved. Apparently it takes 30 days for them to resolve such a query without a receipt. But even though I emailed them the receipt we are still waiting so long, this is a terrible thing for anyone to go through, resolve this matter with urgency !!!