No service from Cresta standard bank or complaints line

The Cresta branch has been promising feedback on a withdrawal from an ATM that didn't produce the actual cash and confirmed transaction cancelled since the 1st My 2019. NO one comes back us however they have advised it can be resolved as they are aware of the issue. The complaints line has arrogant call centre agents that are prepared to help at all. Does the Cresta branch have any one that actually cars to resolve the issue