R1800 disappeared in ATM, workers refused2closeATM

On 23 April, at 11:30 am I went to deposit cash in ATM Standard Bank, Canal Walk, R3000. ATM swallowed the money, then showed red screen with error, 'spitted' out R1200 and again showed red error message. In about 1-2 minutes error message disappeared but the remaining money R1800 ATM didn't give me back. I called nearest bank's assistant, he wasn't helpful and called another one. He told me to wait in the q to lodge a report. I had to spend about 40 min in the q, then he typed my report in the computer (without showing me). On my numerous requests to de-activate ATM he rep**** negatively. Ref N: ***. On 29 April I received SMS from the bank that it has been resolved but nobody contacted me. I wrote detailed email to the bank but nobody responded. On 6 May I went to the bank but found out that report was filled incorrectly, that assistant (I wrote down his full name but don't want to mention here) didn't specify whether it was cash or in envelop, he even made a mistake in number of ATM, so incorrect ATM was checked. Who is responsible? How long I will have to wait for investigation? Why they didn't close ATM to count the cash? When I will get my money back?