ATM chowed my R5 000 and Standard Bank hasnt paid it back as promised

On the 15th June, I went to Standard Banks ATM to withdraw cash, as I did so the atm swallowed back the R5000 I withdrew and the money never came out but had left my account. I then went to the branch in Khayelitsha to report the incident and I was told that a refund would be done into my account within 7 working days.

It has been over 2 weeks now and nothing has happened after I had called them to follow up. The only thing I received was an sms with a service request number *** is still in process. I have been banking with Standard bank for over 25 years, this kind of service is unacceptable. Can someone with a sense of urgency assist me, I need my money with immediate effect. My number is *** Judith Motsoeneng / Smouse