Cash retracted by ATM

On the 23/11/2020 I went to deposit money on a cash accepting atm in long street standard bank in cape Town. The atm rejected some notes as I was trying to make the notes straight it closed down and displayed"your money has been retracted please go to your nearest branch, that branch has been closed due to covid. I made a phone call and a lady promised me that the money will be transfered to the account no I was depositing to, according to that lady today 30 Nov 2020 is the last day as the money is supposed to be in already . I called the call center today and they say my call has not been assigned. How unprofessional standard bank can be, poor customer service. My reference number is ***. This is just unacceptable