Capitec

On the 104th of November 2019 at around 13:30i went to withdraw money at a capitec ATM at Caltex motors garage corner Jeppe and Ntemi Piliso street johannesburg. I got to the ATM I entered my card, my pin, the amount, and did everything accordingly. Then my card came out, I took it out then I waited for the money to come out but it never did. While standing there at the ATM making sure that no one gets to use it, in case my money comes out. I called the Capitec Bank customer care line and I spoke to a call centre agent who gave me the following reference number ***2, and told me that they will investigate the complaint and get back to me after 7 working days. After standing there at the ATM fir close to 25 minutes I decided to go to the branch at Bree street johannesburg where I arrived at around 13:00. I was assisted by a man named Bonginkosi who told me me that the money was reversed, he then went ahead to give me this reference number *** and went on further to tell me that the will investigate the matter and get back to me within 7 working days I will get my money. After waiting for 7 days I d On the 18th at 13:58 i cakked again to find out how far they are with the investigation and again on the 19th at 15:24 to ask how far they are with the investigation and I was told they still busy investigating and waiting on G4S to count the money in the ATM and they will get back to me. On the 21st of November I went back to samd branch at Bree street where I was rudely told that I should go back and wait for the 7 days since it wasn't yet 7 days. I then decided to wait for capitec to call me after 7 days but that never happened. I was never contacted in any form by capitec bank to tell me what the outcome of the investigation was or when I'm getting my money. On the 27th of November I called the customer care line and I was informed that I won't be getting my money since it shows that the money came out of the ATM. So my question is when did the money come out and who took the money cause it was not me the person who withdrew it and who it belongs to, and why did I not hear from you after 7 working days like you had promised you will. Capitec I am a very angry customer at this point in time your services are poor and I feel like I've been ****** off my own money by a bank that I entrusted it with. And I do need my money since I have plans for it.