Bad service

It was the 24th of October when i was depositing money through the Atm machine in Arcardia around 2pm. i did the first 3 transaction where successful but the last transaction didn't go through and the money got stucked in the atm, the machine was supposed to open the tray and give me the money back because it displayed an error on the screen. I stood at the atm and called the customer line to report the incident, I was told to report it at the bank which i did on monday 26th my challenge was the amount stucked inside the machine since I was depositing more than R10 000,i was told that it takes 7 working days to resolve the matter because it has to be investigated. its been 3 weeks and i still don't have my money and proper answers to the matter. I'm really disappointed at Standard bank service their atm has inconvenience me and still they are not giving me feedback nor refund. I believe by now they're supposed to know how much money was stucked in that machine. Service req ***