Poor service and accountability

On the 4th July I deposited money into their atm to my bank account an amount of 25500 and the ATM jammed with my money and I went inside the bank to lodge a complain and a lady called Monica helped and told to not stress and gave me references number to my problem and she was outstanding on her work and she keeps on calling me to find out if my query has been resolved but unfortunately is not because the bank said they need to arrange swop on the Machine and seens then I have been calling each an everyday with my airtime and I don't get a reasonable answer to my issue because I really need my money because the machine is not my problem is the banks problem but the bank can't even send me an email to assure me that my query has been attended they just gave a reference number. And I don't know what to do I have contacted the ombudsman and they I must wait for the bank response first and tomorrow is the last day for turnaround time for the bank to help me is this matter