ATM freezing with money and card

So on Wednesday 16 May 2018, around 18h00 at Lyttelton branch, I was attempting to deposit cash at the ATM. There are 2 ATM's that you can use but the right-hand one was not accepting deposits. I inserted the money but the machine told me that some of the notes were invalid or folded, so I opted to retry and it returned some of the money but could not give me everything. It kept on cycling the rest of the money as if it was stuck. And then it froze.. My card and money is now stuck. There is only one number on the machine to call and that is the lost card/***** line. The lost card guys were awesome but then the horror started when I wanted to report the ATM to get my money back. I was transferred to some division and was put on hold for 28 minutes before I finally got hold of a lady. She told me that I had to go to the bank the next morning to report it. When I asked for a reference number she told me that she would put me through to a consultant (why could she not give me one?) After 13 minutes of being on hold, I hung up. When I got home, I looked op the general contact number and got hold of a consultant rather quickly. I explained my problem and she told me that they would need the ATM number to log a claim but that their system was off line and she couldn't give me a reference number either????? What if the ATM decides to spit out my card and money during the night? All I could do, according to her, is to go the bank the next morning. Great big international bank and this the service you get when there is a problem. I've been banking with them since 1987, THANKS A LOT!!!