ATM withdrawal request not honored

Yesterday at 15:00 I received sms from std bank with new ref no *** telling me my query is now open. Today 9:19 I received a call from ***, the lady telling me they have balanced their balance sheet for the ATM in question and there was no surplus. My question still remains what happened to my R200 I was withdrawing because I did not get. That money is like a million to me as.a.million will be billion to a millionaire. So I cannot take a " we are sorry response" as I was told, lying down. I want my money. I will go to all media platforms available for people to know that is the kind of service we can expect from std bank should a problem arise or I am mad enough to fight for the money I received. When I told her I won't take that answer lying down, she then said I must write down the email address she was going to give me to escalate my query. I told her I am on the street I don't have anything to write on, why doesn't she send me that via my email. Till now I am waiting for her email. And my other question, why didn't she escalate the query on my behalf or it was to hard for her to go that extra mile. It's not like she referring me to FNB, it's within their hub. Or my R200 is so little even to be bothered with. And one other thing that's bothering me, in their response here( hello Peter), they said my request in now in capable hands meaning when I first initiated this enquiry it wasn't in capable hands.