I need my money back

<p>I was inconvinienced ny Standard Bank as i am still waiting for my refund since there was an Atm failure on the 28th of October 2016 and i have made about 4 calls to the cash send moneiy branch and none of the agents have assisted me , everytime im told that my matter is being escalated .</p> <p> </p> <p>I make use of my airtime of which eash call takes about 11min and still i dont get help at the end . can standard bank refund me back my money that i did not get back from the atm</p>