Poor service

I withdrew money from an ATM, the money did not come out. When attempting to withdraw again, the money was not there. I called customer care, they asked for the box number of the ATM and asked me to call when I had the ATM box number. I returned following day and asked for assistance from the security guard, I called the customer care with the box number and explained from the beginning. The agent was dismissive and insinuated that I could be the one deceiving the bank and dropped the call. I went to the branch yesterday which was monday, I was not assisted. I told each and everyone of these agents, employed by Standard bank that, I do not have any debit orders on the account, I use the account solely for maintenance money for my daughter from the father. I am unemployed and a single parent. This is the only source of income I currently receive to feed my child. I am very disappointed and hurt by the lack of empathy and unwillingness of these people that have been placed on forefront of this major bank. I have opened a case at the police station. If this is not resolved by standard bank, I will forward the case to the Ombudsman.