Appalling Service delivery ATM *****

On the 28.11.21 i went to the Capitec ATM in Eldorado Park to withdraw funds, as requested by the screen after inserting your card it requires Pin and then proceed to with withdrawal , after i entered the amount to be withdrawn the next screen requires a reference number which is not normal , so i press the cancel button 3 times , next my card was swallowed and no funds came out , i took my phone and cancelled the card on the App , 3 min after cancellation there comes an sms the money in my savings account has been withdrawn , the place of withdrawal is the take away next door to the ATM , but the take away is closed i call customer care and was given a reference number and the agent advised that it will take 3 to 7 days for my case to be finalised , on 08.12.21 i decided to visit the branch in Randburg as i still did not get any feedback and my funds is still not returned , the agent at the brance called their Head Office who advised they have a back log but no ETR was supp**** today is the 14.12.2021 and still no phone call no refund , no update on this case i am now taking this matter to the Banking Ombudsman the Service at Capitec is appalling to say the least