ATM QUERY OUT OF SLA, NO FEEDBACK & COMMUNICATION & NO WILL TO ASSIST

I was sent a Send Imali voucher which I tried to withdraw at Jackal Creek Corner on 29/07/2022 and I did not get the money and subsequently logged a query after making it to a branch the same day - the first lady that assisted me said it would be 2-3 working days, I called back on Tuesday and this one tried to be clever with me and said it is not 3 working days yet - the query would take 4 working days, I called back on Thursday and now I was told it is on the 4th working day, Friday I called back again and this time - this one said it is out of SLA and she doesn't know why it is not resolved...she will escalate directly to the person at Back Office to assist, I asked her the lead time for this back office because I cant wait any longer, I told her if there is no feedback or call from you guys in 30 minutes...I would escalate it the best way I can...her response "You can do that if you want, theres nothing I can do, I can only escalate" - A whole week of shifting the goalposts...the case ref. is ***5.