Capitec and Cash Express ATM's *****ing Money

Good day, I drew mony from the Cash Express ATM Mercury Engen in Benoni on the 29th of September 2023 and the ATM did not dispence any mony drawn. I immidiatly called the manager / supervisor who just said don't worry it will reverse the transaction. I phoned Capitec and Cash Express immidiatly, have all the times and references logged. My claim was declined by Capitec and Cash Express. If I log a ***** claim I am told by Capitec that they will freeze my account, meaning funds will freezed and I can't use funds in my account? I visited Engen Mercury Benoni, they tried to assist but I still do not have my cash or reversal. I went as far as to write an affidavid whitch is certified by SAPS. Its been a month and a half now, hoping that it might be reversed but can clearly see there is zero intrest from Capitec and Cash Express. They have video footage to prove I did not take any cash from the ATM? So what now?