Poor and ridiculous service service from Standard Bank

I was ****med at a standard bank ATM at Sasol Petrol station NU 13 Mdantsane, there was a guy who was using the ATM before me and after a while at this ATM he said this ATM is slow but he managed to withdraw his money. It was my turn to use ATM, I inserted my card , was asked for a pin and I punched it. I waited for it to go to the next step but it didn't, it just went couldn't move to the next step. I waited there thinking that my card will come out but it just went blank without anything showing. Whilst I was confused of what is going on, I received an SMS of R4000 withdrawal then I became stressed and went to my husband at the petrol pump. Whilst I was telling him of what happened I received another withdrawal SMS of R1000. Then my husband said we must go to the police station to report it. A petrol attendant advised us to call the bank to report and block the card. Then I called, reported what happened and card was blocked. Went to Nyibiba Police Station, reported and given case no. 23/8/2022. I went to STD bank NU 6 Mdantsane City Mall and was told that they already has case number from their ***** unit so I will receive feedback after 7 days. I visited again today was told they will escalate it and call me for the feedback. To my surprise I received a call from a person from STD bank stating that my case is declined as the money was not withdrawn on the same ATM I was using. Please assist with reporting of this. My ID No. *** Account No. ***