Poor service

On the 4 February 2020 while withdrawing money R2k at STD Bank atm the money came out but immediately went back and I only managed to get R200. I immediately phoned the call center and went to the branch. They said that they are aware that the atm is faulty as I am not the first client to experience the same problem. A complaint was lodged and they promised to contact me after 7 days. No one contacted me after 7 days and that is when my nightmare started. I went to the branch several times, sent emails, I tried everything. Until today no apology, no nothing. How do you acknowledge that the atm is faulty yet never give back the money? ***********, useless, day light robbing bank. I am in the process of moving to another bank.