Merry xmas to no one at standard bank

On sunday 9th Dec at the Gardens Centre ATM I deposited 35 R100 notes. The machine jammed and kept my money. I immediately called the call centre and was given a ref numberand a promise that I would get the money by the 14th. I still don't have the money . it's now 15 days later. I have tried calling, facebook messaging and going into my branch and all I get is that the matter has been escalated. No one from the bank can tell me what is going on and no one from this bank gets back to me to tell me when I will get my money back. I am considering a charge of theft against this bank as there is no indication that they will give my money back. There is clearly no concern of customer relations or the inconvenience and cost incurred by me trying to get an answer.