Frustration about no response to a querry

On the 27th Feb 2020 I tried to withdraw R400 from Standard Bank Atm and along the process the ATM just switched off and restarted. I received a notification of the same R400 eing withdrawn from my account and i also checked my statement to confirm. I immediately called customer service to lodge a querry and i was told that it would be resolved in 7 days. Till today i am being sent from pillar to post. Its been more than three weeks not, last week when i called i was told that i will be given feedback on the same day.

How long should i wait before i can get my response.