atm swallowed my money.

on the 8th of july i went to go deposit money at the vincent park branch in east london,the atm swallowed up R2500 of my cash,as furious as i was i went and sat down and waited to speak to the consultant who gave me a form to fill in.she said it takes 3-5 days for the refund to take place and has now been over 10 days.the email addresss sent in the sms ref i receive never replies,how do you guys operate like this?if it was a parent or person struggling and it was there last bit of money you would make them wait for 10 days?this is shocking.