Disappointed

In the 2nd of July I was depositing money at an ATM and all was retracted and got a receipt saying I money retracted and I must contact a branch. When to Sunnyside branch to report and got a reference number on my phone saying the query will be due on the 9th. Today is the 10th and no word from standard bank even after being promised they would call me. Today, the 10th I phoned standard bank and am told that they haven’t resolved the issue because their ATMs have to be balanced first in order for my money to be refunded. My question is, does it take this bank a week to balance their ATMs? If this is the case I think I’m at the wrong bank. Firstly it was their ATM that malfunctioned but I am the one who is taking the knock. That is unfair