Money not dispensed by ATM

On 11 December 2020 I tried to withdraw R1000 from the ATM at Northgate Shopping Centre. When the drawer opened there was no money - I was looking into the delivery mechanism of the machine but there was no cash. I had two messages telling me to "remove the cash or it will be retracted" but there was nothing to remove! I tried cancelling but the drawer closed and my account was immediately debited with R1000. As the branch was closed due to Covid, I reported the matter to the ***** Line and was issued a Service Request Number. I called the helpline five times before someone escalated my complaint and finally, on 31 December, I received a dismissive response stating that the matter had been investigated and the money WAS removed. I was given an email address to lodge my complaint if I was still not satisfied. I have now sent 4 emails to that Resolution Centre and I still have had no response. I have had a Standard Bank account for almost 50 years and I have always been quite happy with the services, but now however, I am very disappointed. I am being treated with disdain, there appears to be a complete lack of accountability/explanation and the lack of response by the Bank is also quite unacceptable. It seems as if I am just "one more unhappy customer who is not worth worrying about" which would also explain the poor ratings Standard Bank receive on this site. Very disappointing and unprofessional!