Money lost and no feedback

I am very unhappy with the service this bank offers! I received a IM voucher on the 6th of June but when my husband went to draw it at the atm the atm did not dispense the cash thus causing the voucher to say it has already been used! The atm was balanaced but apparently it did balance!!! I was told to go back to the company that sent the voucher to me but this is not their fault! I was told on Friday the 7th that it would take 72 hrs for feedback from the bank but it took me phoning them asking for feedback! I was given an email address which they will assist me but still no reply on the email!! They did not even do a proper investigation they did not even check the cameras... 1800 is alot to lose for some ppl! I would not recommend STD bank to anyone!!