ATM Malfunction in Walvis BayNamibia

On 28/12/2015 we made a withdrawal of R1000-00 at the Venus ATM machine no ***5 @ Sam Nujoma Ave Walvis Bay Namibia.The machine didn't pay out the money error code on the slip 58 -Care Suspect Trans.Matter was reported to Std Bnk Namibia Walvis Bay Branch on 28/12/2015 who said they couldn't help us and referred us to our own branch in SA. On our arrival back in SA we reported the matter to Std Meyerton on 16/01/2016 who logged the case on the system for acc *** They advise us that we would rec a SMS from HQ with a ref no. In Feb we returned to the branch to enquire the status and were advised that they can't check from their side as the incident is logged with SWIFT centre. To date we still haven't received ANY information or confirmation that STD Bank is attending to the matter. R1000 is a lot of money and we are currently suffering the loss of funds due to the lack of competency of processes and procedures within the Bank structure. How is it possible that Std Bank SA and Std Namibia can't communicate with one another to solve a simple problem. Clearly Std Walvis Bay sit with the R1000 surplus funds that the machine didn't pay out however our account was debited?