ATM Deposit jam.

We went on Sunday midday to Karaglen Mall to deposit money into my boyfriends account, we had briefly counted it at home and we came to a amount of R4000.00. At the ATM we followed the promps to deposit money then took the cash and put it in the depositing slot as the money was going in the top R200 note was folded so I grabbed it out quickly and the rest went in. It made the noise of counting the money then said CashJam and gave his card back as well as a little slip saying Cash Jam. We then phone the lost card department because we hit a panic. They gave us a ref number and sms to say the problem will be sorted out by the 23/04/2019 - this all happened on the 14/04/2019. That's 8 days we would have to wait. She also told us we wouldn't have to do anything that they would go open the ATM and the they would deposit the money found into his account. He then went to the ATM on the Monday and they had said regardless of what they find they will give him his R3800.00 back by yesterday afternoon latest... Its now Wednesday no sign of any money... He went back for them to say the guys will be at the ATM to retract the money today, they phone him and tell him that they could only find R2650. So we said we put R3800 and he said he will get his branch manager to phone. How can they prove that money? They have cameras cant they see us putting a stack of cash in? No urgency whats so ever with this bank. The money needs to be paid into his account. That is his cash!!!!!!