bad customer service

So my friend transfers money using standard bank instant money to my cell number,I get the notification and quickly rush to the ATM when I get there the money can't be withdrawn due to a technical problem says the receipt. I'm told to try again later,I go back later to try and withdraw now the damn ATM says the money has been withdrawn. By who I don't know,I call standard bank and lodge a quiry on Friday,they say it might be the ATM and the money might be stuck.They give me a reference number and told I will get a new voucher number within 48 working hour's and still on Tuesday I haven't received the voucher pin.Tuesday I call again, a guy called Maurice helps me and I tell him my problem and he gives me a new reference number and tells me I'll get a new voucher within the next 48 hours till today I haven't recieved any.Consultants must not make empty promises to their customers on the phone.This is unacceptable