Capitec Atm deposit malfunction

On the 29th of July a deposit of R10300 was made at the Atm at the Glen Shopping Centre Food court area. The deposit machine got stuck and the atm had a malfunction. No further deposits could be made and it was greyed out. We stood there for over an hour and the machine did not return the money. We called the nr reflecting on the atm and the lady gave a reference number but was not very helpful. We went to the branch and no staff member would even go check the atm out. I have the reference number and need this money refunded urgently. I noted that a similar matter happened on the 29th. Please urgently contact me with an answer