Capitec are ******

I was at Standard bank a.t.m at the B.P garage Stormvoel in Pretoria on the 15th of November 2018 at 6:30am. There was a guy in front of me, when he was done I then went to the a.t.m and put my card in and pin. The guy came back to tell me that there is a problem. I asked him to please leave its not the first time I am using an a.t.m machine. He left and watched me while I am waiting for the screen. At that time the machine went blank before I could even put in an amount and the guy came back and pressed the button. I thought the a.t.m is going offline. I pressed cancel and nothing happened. I showed my husband he must come closer because the screen was black. While standing there we phoned Capitec Bank to cancel my card and they even phoned us back because the call was cut. We got two Sam's one with R3000 and the other R2000 that went off at Eersterus Absa. The card was still in the machine when we left the a.t.m and we went to Capitec Silverton to get a new card. Capitec has declined to refund me as they say I put in the pin myself and that the pin was used was correct. How does my money disappear if I didn't enter an amount???? Angry client