Money retracted by Standard bank atm

Good day,

I was depositing money at a Standard bank atm (Meyerton branch), there was a glitch with the atm and the money was retracted and never deposited to the account I was sending it to. I contacted standard bank and even went to the branch for assistance and then I was told to wait for three days and then I did a follow up call, that’s when I was informed I needed to be an account holder whereas I had already repeatedly informed them that the money is needed urgently as it is for a patient who needs to get a surgery done ASAP and it’s a life and death situation.

I did not know that in order to deposit money and be assisted in such instances I needed to be an account holder, is it by force that I must have a standard bank account in order to be assisted?

The reference number that was given to me and has not been attended to since my last call this morning is ***), the surgery is supposed to be done today therefore I need the matter resolved today.

It is sad and I am really afraid I am going to lose my cousin if I do not get help, please assist.