Bad service regarding unredeemed Cash send

I am writing to express my deep dissatisfaction with the recent experience I had with your services. I am an existing customer of Capitec Bank and had to endure significant inconvenience and frustration due to a series of mishaps that occurred from Friday, [02/08/2024] to the present day.

Incident Overview:

Cash Send Issue: On Thursday, [01/08/2024], I received a Cash Send transaction. However, when I attempted to withdraw the money at the Meadow Point Capitec ATM, the screen displayed "Transaction Cancelled." I then tried two other ATMs, which displayed "Voucher Already Redeemed." Following these unsuccessful attempts, I went to a Pick n Pay store to withdraw the funds at the till, where the transaction was again canceled by the bank.

Consultation with Sender: Upon encountering these issues, I contacted the person who sent me the money to inform them of the situation. The sender visited her nearest Capitec branch the next day, only to be told that the bank's systems were offline. Upon a subsequent visit, she was informed by the consultants, after contacting the call center, that the money had been withdrawn at the ATM. This is despite both our assertions that the transaction had not been completed.

Branch Visit and Lack of Resolution: Today, I visited the Meadow Point branch where I had initially tried to withdraw the money. To my dismay, I was instructed to go to the police with the sender to report the matter so Capitec could review the ATM footage. This entire situation has been a significant inconvenience, requiring both of us to take time off work and navigate a cumbersome process.

Complaint Details:

Lack of Assistance: The consultants at the branches and call center provided conflicting information and were unable to assist us effectively. Their handling of the situation has been inadequate and unprofessional. Inconvenience: We have been inconvenienced due to Capitec's failure to properly process the transaction. The requirement for both parties to visit the police and lodge a formal complaint, only to view the ATM footage, is an undue burden on us as customers. This experience has significantly impacted my trust in Capitec Bank, and I hope for a prompt and satisfactory resolution.