Atm

We went to a atm on the 2/03/2016 at the sherriden shopping center in farrermere to draw money at the atm from absa it showed the money went off our account but the atm never gave us the money, when we went to capitec to enquire about this they said they will look into it and the money will be back in our account in 14 days nothing has happend we even spoke to absa they said its not their fault it is capitecs fault they must sort it out and the money should be paid out in 48 hours not 14 days . I would like to know how can they keep my money