Bad service and unresolved complaints

I went to withdraw from an ATM on 31/01/2018 at 7.31 am. As per Standard bank ATM norms, I first got my card back. But before I could receive the money, the entire area's power went out. I didn't get the money, but I got the SMS that it had been withdrawn from my account. I waited for the ATM to come back on hoping it would then process my withdrawal, but when it finally did come back on, still nothing - the ATM was actually then noted as "Out Of Order" by the center, for the next few days!

So, as soon as I realised that the ATM was not giving me my money (after throwing my toys out of my cot, and gaining witnesses to the incident) I phoned Standard Bank. I spoke to the consultant who told me to wait 24 hrs and the money should "bounce back" into my account.

24 hrs went by (now 01/02) and STILL no money bounced back into my account. So I got on the phone to Standard Bank again, and this time they said they would log a query. I followed up on this on 05/02 and I was told at first that they were still working on the query - to this point I had received NO PHONE CALL at all from Standard Bank - I had been doing the phoning! I then suddenly received an SMS stating my query had been resolved (still 05/02) and that someone would contact me with the outcome. I waited and waited, but no contact. So again I phoned Standard Bank myself. This time I was told that the "ATM custodian" or something like that said that I did receive the withdrawn money and they would not be reversing it into my account. I never saw any ATM custodian around anywhere, and I certainly wasn't contacted by them. So how are they to say that I received my money - once again, I HAVE WITNESSES. I told the call center agent this, and they said they cannot help me and put me through to the 'complaints' department to lay a complaint.

I then spoke to a consultant in the complaints department - who I must say was very helpful - and they said that they would load a complaint on the system and contact me with information on this on the same day. This is all on 05/02. Unfortunately I STILL haven't received my callback...

This is becoming ridiculous.

I have references for any and all communication I have had with Standard Bank.

I changed banks from *beep* bank to Standard Bank thinking it would be better - but I am having too many issues with them which is making me regret my choice to change banks...