ATM MULFUNCTIONS WITH MY 11K - NOT REFUNDED

Good Afternoon...

On the 16th March 2024 at around 10:35 am I deposited money into my capitec account 1503***xx at a Capitec ATM at the Superspar complex in Giyani. The total amount was R15000. I initially deposited R4000 mainly consisting of R50 notes then about 2minutes later I put my details on the ATM and deposited R11000, a R50 note was rejected and the amount was now R10950. After I inserted the money, the ATM malfunctioned and gave an "out of order" notice. I went inside the bank and was not very alarmed because the ATM is at the bank and there's a glass Window facing the ATM so there was clear view of the ATM and no other person used the ATM, I was then referred to a consultant who I explained the situation to and she called her manager. she then proceeded to create a ticket for the funds to be returned to me. She informed me that I can leave and the amount will be credited within 48 hours and gave me the Capited whatsapp number to receive updates on. 48 hours passed and I contacted Capitec whatsapp and I was informed that they are in the process of sorting out my issue. This went on for 3 weeks and I finally contacted customer care who also gave me no update and I had to create a new ticket as they could not find notes from my initial ticket. After a month and a half of not getting answers I went to the bank and they told me that they could not help much as the people who were supposed to help me was the complaints department. The manager at the bank then created a complaint on my behalf and a capitec consultant called and informed me that they could not find a trace of the money deposited. I then asked if I deposited the money and if the money is not there according to them then it is their responsibility to find out where the money went after i deposited. there has to be a system of some kind and some surveillance that they have to determine all these things. her response was that they cannot help me further as they use an external service provider for counting..... it has been 8 months now and when i call for answers they tell me that the matter is closed and i will not be refunded. I use capitec as my main bank and have always trusted that my money was safe. The arrogance I received from their consultants is alarming, no one was willing to help me and they even accused me of lying. I had logged 5 new tickets because every time I called there were no updates and no one had history on their notes.