Money deducted but Time Out error

I am absolutely disgusted with the level of service that Standard Bank offers. Firstly I had tried to withdraw R500 from a Standard bank ATM @ Clicks gateway 25th March. Which deducted my money but gave me a timeout error. I then called the call center which gave me a resolution date and a reference no. and advised I will receive a sms or mail shortly, nothing no communication.I called them on the 4th April(Resolution date)only to be told that my call was closed and I can lodge a complaint,with no communication of this. I lodge a complaint twice before I got an email from Hanli from the complaints department. Who tried to calm the situation down and advised that he would get back to me by the end of the day. To no surprise no communication from him,so I sent him a mail after a day to ask if I should escalate this issue and no response again. Now its day 3 after his mail. Why can't you'rl keep to the time frames that you'rl provide and why is it so hard to communicate on the progress. I am seriously gonna be taking this further. A bank is suppose to have the greatest customer service yet you'rl have the worst.After this matter is over I will switch to a bank that deserves my bank