Unresolved Withdrawal dispute

I had a withdrawal problem when I withdrew from a standard bank ATM and the money did not come out at all ,upon seeing that I immediately called Capitec and was assured the matter will be resolved after 7 working days today the 9th of September marks the 7 working days only to discover no follow ups have been made with standard bank pertaining to my problem the first call center agent told me it would take 7 days ,today it has changed to 30 days there is no feedback no investigation made pertaining to the issue at hand and no update.i am receiving threats pertaining to this money as it is for a client and have told them what the bank told me now I have to go back and say another 30 days .Capitec come on ,how does that look on my side as I am already labeled a ****mer and men have been sent to my house to threaten and intimidated me