Standard Bank complaints

So am not Standard Bank customer but I use the service because I need to pay my daughter's school fees which for the past months I have been paying from app, until 8th December 2023 when I went to deposit money at the ATM, I got an error message that says "money retracted" retries transaction so I can get my money back as it did not give me receipt or my money back, I lodged complaint on that day which was told it will take 5 business days, it is now over 5 business days and when I go to branch they tell me cannot track the reference number, no it means I must spend most of my time running around Standard Bank for they ATM which did not so it's purpose. Its very frustrating as no one is willing to help and just been directed from one place to another with no solution. This was suppose to pay my daughter's school fees which they have already delayed her as she did not get it due to Standard banks fault. Now I am at the branch for close to an hour and no one even seems to care or know what they doing. It's R2000 which I paid and am not sure if I heard the call centre consultant properly when I initially made the complaint , maybe I misunderstood that it will take 5 business years.....today is the 30th December and am still up and down going to Standard Bank to be helped