I want my money back

I'm the 14th Dec my father want to deposit money at the Polokwane branch atm. The money was however "swallowed" by the machine and the deposit never want through succesfully. He went into the branch, an enquiry was opened and was promised that it will be resolved within 7 working days. Reference ********** Q or 25/2327Q. I want back o enquire on the pprogress on the 24th , they then promised that I will get feedback on the 27th. I've been promised callbacks by Zandile however nothing up to this day. All we want is the R1000 back that was swallowed by the machine. I'm absolutely dissatisfied by such poor communication and service received from the bank. Someone please attend to this ASAP