Standard Bank Wallet

I have been trying to get help for 6 months from Standbank, I received an eWallet on the 15th July of R3000 I cashed it out the 16 July 2021 it never came out because the machine didn't open the cash port I reported the matter inside the bank the told it will reverse itself to the owner. This happened in Zeerust. Up to today I call no help because we checked on the sender transaction it was taken at the same ATM. I want to know why Standbank is not taking action for ***** happened by going through cameras. R3000 is a lot of money to just lose like that. I still have the voucher number to proof that.