Bad client service from Capitec

I have been a client of Capitec for more than 5 years and can not believe that service I am receiving from their client care. I withdraw money from a stark atm with Capitec branding on but the money never came out of the atm. I reported it to Capitec on the 28-02-2020 and was told that the incident will be reported to Spark Atm's. I have been calling Capitec Bank every second day to find out when my money will be returned into my account and I am just being told that they are still investigating and I should just wait. I withdrew an amount of R3700.00 that I am still waiting for. Two days ago I called again to get feed back and was told that they emailed the person handling my query and will request that she call me. Today it is day 3 and still no phone call from Capitec regarding my money and 13 days that I am still waiting on my money. The person at Spark advised me that a query like mine is always sorted within 48 hours but nothing was done yet.