atm claim query

2 weeks ago I tried to withdraw funds at standard bank mthatha york road branch atm my card was retained by atm it was early in the morning before 9 I didn't receive funds but while I was still waiting I received an incontact update that I'm withdrawing funds at shoprite and other places I went inside the branch to report the incident the enquiry clerk completed the form,I didnt receive any feed back from them I was the one who was asking them about the query they didn't update me until they told me that my query was decline how come standard bank I want my money back you don't care about your clients