ATM Machine Error!!!!

On 04/10/2018 I went to the Capitec branch in Kroonstad to deposit money at the ATM. I inserted my card and the money and the machine started counting. After some time the machine returned R1850 to me (folded/torn) notes. The machine latch closed and did not give me the option to return the money. The machine just stated counting again and after some time "transaction canceled" appeared on the screen and my card was returned. I waited for the machine to return the money, but it never did. Evelyn, one of the Capitec employees came to assist and I was asked to go into the branch.

I had to explain the incident to three different employees and it was eventually logged. I was told that G4S will be opening the ATM the next morning and my account would be credited that morning. I visited the branch again the next morning after my account was not credited with the amount. The manager informed me that they were still busy investigating the matter and that someone would be contacting me in this regard. I waited all Friday, but nobody contacted me. I gave them the whole of Saturday as well.

Today 08/10/2018 I went to the branch again to find out about the money and was told that they are still investigating the matter. It is not a small amount of money and I'm losing interest each day that the money is not in my account. I have been banking with Capitec for a long time and they pride themselves on their customer service and efficiency, but I never received such bad service from any other bank and the efficiency of solving the matter leave much to desire.