poor service

On 14 feb 2018 I deposited an amount of R3000 at Jabulani mall ATM but the slip came back saying it is unsuccessful but the money is gone and i went to marlven branch they told me to go back to jabulani to get my money because it is there but when i get to jabulani they let me fill the forms and told me wait few days the problem is i need that money becuase it was meant for my child school fees they did not even give me the ref number