I had similar experience, i bank-in $$ at ATM machine. the transaction failed after i place in my $$, 3k i think. then i immediately call CS in front of the machine. the CS team ask me the machine number (a very small series number at the machine which we dun really care usually), and some bla bla. the $$ transfered into my account after 2 working days.

i think it is important to know who you talking to, and tell the his/her that you will refer to his/her name if the matter not settle within a week. the bank might have proper SOP, but not all will follow exactly.