Faulty ATM's and poor service

I am a Capitec client and went to an ABSA ATM to withdraw some quick cash. The ATM froze and I waited about 20 for its response. I then noticed the amount I requested from the ATM was deducted from my account but the ATM did not dispense any cash. The ATM gave a slip which shows that no money was dispensed and it has reference numbers and everything on it. I then phoned ABSA to rectify this mistake and refund my money, I was then told I need to go to my bank for them to log a request for a refund and told that it would take up to 30 days to action my request. This is ridiculous that I have to spend money making phone calls and why should I wait 30 days for a mistake made by ABSA's machines??? I have had a similar instance in the past where the ATM did not dispense any money, I called ABSA and the money was refunded into my account within 10 minutes. So why do I have to wait 30 days this time around??? I have all the details that the ATM gave to me, so just give me my money back!!!!