Bad service from standard bank

I was at a ATM on the thursday the 21st of march 2019 around 12pm i was taking money out the atm bombed out stating technical error and standard bank debited my account when the funds did not come out called the call centre they were no help at all waited about 30 mins to get help to find out why this happened all they can say is it takes 7 working days to get a response, in actual fact this was not my fault, the lady stated that all she can do it log a service request and that was it up till today no one has called to say they busy with the following or investigating this matter as well as it was a large sum of money and the service from standard bank is getting worse day by day and this is not the first time im getting such bad service from standard bank, i also called last week to find out what is going on and the lady stated they will get someone to call me and make it priority, as this was a promise from a standard bank employee and still no feedback or call from standard bank.