ATM RETRACTED CASH.

I tried to withdraw R5000.00 cash from a Standard Bank ATM in Roodepoort South Africa using my Visa debit card. The location No. Of the machine is H133. When the cash was dispensed the gap to retrieve it was too narrow and I was warned on the screen that my cash was being retracted. I couldn't physically grip all the notes so R700.00 was swallowed back into the machine leaving me with a short balance of R4300.00. When I rang Standard Bank to advise them of my problem. One of their consultants told me I needed to call my own bank in UK and have THEM contact Standard Bank SA to initiate my refund. This to me is completely wrong and I'm sure I have been fobbed off by an *********** consultant. I am a pensioner and cannot afford to lose this large amount of money. The amount which had been retracted must surely be accounted for and reconciled. Please help.