ATM not dispensing cash

I withdrew money from a capitec ATM, however the was no cash which was dispensed. I immediate contacted the call centre to inform them of the incident, I was provided with a reference number and assured that the matter will be resolved withing 7 day. I called their call centre after 7 days as no one called me as promised, I was informed that the initial call was logged incorrectly and the issue will now be given priority. I followed up again after a further 7 days where I was told the matter was still under investigation. I was given their complaints department's numbers after expressing my displeasure with their service. The complaints department advised they will escalate the matter and I will get feedback after 5 days. 5 days came and went with ko feedback (not surprised at this stage) I then visited their Sandton city branch where I was assisted by Siphesihle Hlatshwayo, the feedback she received from their 3rd part ATM SP is the money was dispensed by the ATM. I asked to see the footage as the ATM indicated that it is under 24/7 surveillance. There is no footage which was provided by the 3rd party SP which make one wonder why Capitec would accept such feedback without covering all aspects of the query. I am now awaiting footage which might take up to 5 days which means my query will be running for over a full month. A special thanks to Siphesihle Hlatshwayo for explaining the difference between the ATMs and who is responsible for their maintenance/queries.