Bad service

I went to withdraw R5000 on the Standard Bank ATM in Wynberg and the ATM never gave me the money while it was deducted from my account. I had a real problem I had to sort out with that money ended up using money that was on my savings. I try to phone the call centre for assistance and the 086 number on the sms they sent to me was not working. I called 0800 number I found on their website and I am holding for 16 minutes with no assistance. the call centre consultant tells me to wait for turnaround time and there is nothing they can do. this is so bad because I have problems that need money. I have to wait for more than a week to be assisted and there are no updates of the status of the query, its just quiet. the consultant at the bank promised that my money was going to be on my account the next day or day after. i am told different stories. This is bad.