Atm cash deposit not reflecting after 2 weeks

On 9th March 2020 I deposited funds into my account at the Atm outside the branch. An error msg printed on the slip saying money has been retained and will take 2-3 days to reflect. I logged a query with the call centre the next day. A week later I folliwed up and it seems like the first query was never logged. The consultant gave me a reference number but told me to go into the branch at Kenilworth and log it with them as well because they have to ask for a count of the Atm. I did that today, 2 weeks later and the teller called the same call centre who then said there is nothing they can do as a query has already been logged. There had been no movement from the time I reported it and neither the branch nor the online call centre said they could do anything. Now I am a bit flabbergasted at this response. How long does it actually take for money to reflect once deposited and is the staff at Nedbank really that ***********? In the meantime I have now logged this query a 5th time and I have no feedback. Is this how Nedbank treat their customers?