ATM mal****ion

I went to an ATM at a Total garage in Centurion 2nd of October, after having put my card and punched in my details for withdrawing the machine went off. On my cellphone , the transaction showed that the money has been withdrawn but the machine showed machine out of service. Immediately I phone the bank to block my card and to report the incident then I was given a reference number and I was told I will be reimbursed my money by the 9th.I have sent a couple of emails to info department and Customer relations and there hasnt been any response , I have been to the bank twice I was just told to wait there are still investigating. I believe that any IT system should have event logs and I am appalled my the response time and the way this incident has been handled. I wonder how the bank expect me to pay my bills and continue with my life