Very poor turn around time for a query lodged

I was trying to make a cash deposit at a Standard ATM (Nicol way) when my money got stuck... The machine only gave back R1400.00 and R8600.00 remained stuck in the machine...I immediately reported the matter but there system was down for a while before I could receive a reference number for the case.. What I find so annoying and unfortunate is that the turn around time to get this money back is ridiculous... The consultants don't even know when exactly you can get the money back... What if this is the only money that one has for bills or fees or something else urgent? Is it fair to keep their clients for days without any follow up courtesy calls to apologise for the inconvenience etc... Most people would agree with me that you can't hold/owe standard bank and not receive a million calls to commit to when exactly you would pay... I need my money Standard Bank. I have bills to pay... Someone please get on this matter fast. Its extremely frustrating!