Money Lost

On 14.02.2015 I made a R1000 withdrawal from ATM NO. 3941 and only got my card and after the ATM shut down before it could give me my money. I called the call center and spoke to Gina who advised that the money will be refunded within 24 hours or I should go into the bank if it was not. On Monday 16.02.2015 I went to the branch next to African Bank and a teller with no tag told me that the system to check the transaction was down and I should return today. When I went again today I was then told that they do not have all my necessary documents, therefore my money will not be refunded until I provide all required documents. Yet this is the same bank that allowed my salary to go into their bank without \all necessary documents. All I need is for Standard Bank is to refund my money as I am struggling as it is to let R1000 to go to waste just like that. Someone Please help so that I get my money back from Standard Bank. "