Poor service and urgency, false SLA time frame

Its been a week waiting on my issue to be resolved to date nothing, no call as promised 31st April i deposited money at New Market Alberton to their machines right after that it went off No Service. Took the ticket number went inside the agent was polite to assist I won't lie I am just upset of the system . When I logged a query they said with 24th hours. On the 2 April I went it said resolved meaning there's no trace of it. I said no way they told me I would get a call and an email has been sent. Today its the 4th April my money gone R3k just like that can someone please assist here. Can we deposit into your atm and money is not traceable this is not R3 i need my money Asap