Bad Standard Bank Call Center Service

Got a horrible experience after I tried to bank money through a Standard Bank ATM in Bloemfontein on the 15 February 2019, as I was busy banking the money the ATM went out of order with my money inside it I panicked and called Standard Bank call center I talked to a Lady and told her the ATM number and other details she needed she assured me that the matter will be looked into and that I can only get my money on 22 February 2019, on the 19 February 2019 I got a message from Standard Bank saying my problem has been resolved, I called on the 20 February 2019 I called to know when am I getting my money only to be told that my problem was never logged and that there are no notes written on my problem it was submitted blank. Now I’m getting an sms saying I will be getting my money on the 27 February 2019 . Is this the kind of service Standard Bank is giving to its customers