EXTREMELY BAD SERVICE AS ALWAYS

i withdrew money form a cash ecpress atm *** and the machine never gave me money....but the amount was deducted off of my account now i phoned this morning to lodge a complaint request number: *** and the due date 16/09/2015 for this query to be solved??? this is very very poor service from Standard bank... what happend to moving forward? now i am only moving backwards due to bad service i refuse to wait almost 2 weeks for my query to be resolved, i would like this to be resolved as a matter of urgency!!! please don't take 1 week or more to reply to this hello peter add it makes standard bank's service look even worse!!!