Bank cannot respond after ATM failed transaction

I had an incident a month ago where I tried to withdraw money from an ATM at Barclay's bank in Chillilabombwe (Zambia) whereby the transaction was cancelled by the ATM and the amount to be debited back to my Standard bank account. I tried numerous times after a week to contact Standard bank just to be transferred from department to department and to tell them the whole story over and over ,and at the end of the day got nowhere. I have sent them an e-mail also without success of being helped to track to money and have it debited back. Last year I had a similar experience but had lost the statement when I moved from a guesthouse to a flat but at a Stanbic ATM with my Barclay's card. I do not have proof but witness. Surely would there be surveillance. Fact is that I have lost now in total an estimate of R6000 due to a faulty Stanbic ATM and unprofessional service from the Standard bank group, not to mention almost R600 on phone calls. I work in Zambia and go to SA 2 times a year and cannot deal with this type of matters in SA. Why do someone have to make a call from no matter where and be transferred around for endless time, I work for a boss and cannot make calls all day long.