Dont want to deposit at ATM

I was busy depositing money into your ATM at 14H00 TODAY 8/8/2018, together with a branch official (Heather) for A Hoosen who needed the money urgently- after your bank official said I can not pay in a the tellers. While we where busy with card less transaction and the machine swallowed the R5000.00 , It just switched off and started rebooting. The official and I waited until it finish rebooted to collect my money back but it didn't give the money back. Then I was told I had to fill in a claim form ref ********** and that it can take up to 8 days for A Hoosen to receive the money. This is just unacceptable. How is it not possible to fix my problem in the branch because I had a branch official that saw what happend with me the hole time. Now Mr A Hoosen is not going to get his funds for days and I did make use of the facility that your official suggested. How can you force us to use this cardless nonsense if this is how customer will be struggling. What if this happend after hours. AND 5 TO 8 DAYS IS NOT A SERVICE, ITS INSANE!!!!