HORRIBLE SERVICE FROM STANDARD BANK

My partner and I went to withdraw money from an ATM, there were no Standard bank ATM's around which forced us to use an FNB ATM. We tried withdrawing a large amount of money from the ATM and it malfunctioned. It returned the card and told us that there was an error. We then started walking away from the ATM and my partner checked her bank balance, to our amazement, the money had been taken out of her account. We called Standard bank and Fnb immediately. The consultant that we spoke to from Standard bank was extremely unhelpful and uninterested in our situation. He told us to go in to a branch and that he couldn't help. He failed to mention that we had to take the ATM number down. The next day(banks were already closed at the time) we went to standard bank. The lady at the branch requested details of the transaction and the account details. She told us that they would need the ATM number or the process would be drawn out. My partner went to retrieve the number and gave it to Std bank. They assured her that the issue would be dealt with as soon as possible. We have not heard from them and the personal line of the woman who helped us does not get answered. No money has been returned.