instant money inconvinienced

I am not happy with the service I have received from standard bank with their instant money. I sent through instant money to a friend in the month of may and when she went to take out the cash the atm gave her an error code. it notified her after that the money had been withdrawn. I called the bank for them to assist and I was informed to go a standard bank branch. I am a prestige banker and I had to wait on long lines at bank yet have a private banker that has never assisted me. I went to the branch only to be told to call the call centre. I called the call centre and a query was logged. its almost two weeks now I have not received feedback regarding my money which I have requested back in my account. I have a reference number for it 652664 and I called on Friday some guy assisted me with no luck and kept me holding for 30 min without feedback. I'm unhappy and dissatisfied with the service received and I demand my money to be returned to me as this has inconvenienced me.