Poor service from instant money call centre

I was at the Carlton center ATM tried to withdraw money from instant money the money never came out, went to the branch no one was very helpful I was told to call instant money call center and still when I called I was told I will only get my money after 3 days...the system should show that the money didn't come out and re call it and they are supposed to give me a new pin and number instead I must wait for 3 days ....I would advise anyone to use standard instant money cos it's clear there is no help when their machines freeze and don't give us our money ...I was given I reference number ( ***) and the lady said if there's no feedback from them I should call myself... like there is no client service...it's the bank's responsibility to call and update me on what is going on not for me to call if they don't call....I need this to be sorted out urgently as I was stuck yesterday with no Money for petrol