Very unhappy client

I wanted to withdraw cash at an absa atm. The atm had a technical error therefore I could not get the money but it went off on my account. I immediately contacted Tymebank. They asked for proof which I sent to them via email. I received a sms from Tymebank saying that they will give me feedback on the 28/11/2023 which is a month from now. This is very unacceptable and I'm very unhappy with the way they handled my situation.