48 hours later no feedback!

After deposit money at the Westgate ATM, my money was retained. I went into the branch on Monday to lodge a query and was told it will take 24 to 48 hours to reflect in my account. More than 48 hours later i had received no feedback from the branch. Tried calling their number which redirected to their call centre as this is the new system. Branches do not receive calls. I was told to wait 24 more hours as they will send an email to Westgate or i should drive again to Westgate from Randburg. Why cant we reach the branches directly if we have a query with a branch instead of going through a call centre that cant give us immediate assistance. That is pathetic!!