What a shame

Today I went to a Capitec ATM to withdraw money using an Absa card,I never received the money got a transaction declined slip,I quickly went to Capitec ,they refer me to Absa as the account I was withdrawing from is an Absa account.I went to Absa 4 times today but was sent back to Capitec,at Capitec they offered me a phone and the call centre agent I spoke with,an Absa Bank agent, advised me Absa should be handling the matter and not Capitec. Eventually I was told at Absa that I must wait,no TAT given,that the money should return to the account. This is my brother's social grant,who I have authority over account,we shamelessly left that mall and went home after sitting there for hours waiting for money to return to the account.I am so frustrated as I had plans for my brother and took time off work to assist him