Too busy

On the 7/01/2015. I was depositing money using a standard bank atm. Money got held up in the machine . Went inside the branch for assistance was told that they can not immediately deal with it . Because a third part is responsible for management of Atm. They Logged in an inquiry off which they promised to execute by the 14/01/2015. When I follow up on the inquest they told me they were to busy to attend to my issue. I have been going to the branch weekly and phoning they keep on say, they haven't had a chance to process the issue.