Capitec Atm did not dispense my Sassa Grant money

To whom it may concern

It is with a heavy heart that I write this. Yesterday I went to one of the Capitec Atms in the Dawn Park shopping center in Ekhuruleni to withdraw my Child support grant and no money was dispensed by the atm. I tried then to check my balance and it showed that only R5 was in my Account.

I then told one of the Capitec employees what happened and she told me that I was the third Sassa client to complain about the same thing that morning. She then called their Head Office which said their Atm had a hardware failure and confirmed that the money was still in the atm but they could not help me to get the money out of the machine. She wrote down the incident number but never gave it to me. She just told me to go to the Sassa offices. She said that Sassa should be the one to investigate what happened and handle the interbank issue and that Sassa is the only one who can reverse the money back into my account.

I then went to the Sassa Offices but was told that the only thing that the only thing that they could do was print out my statement and do nothing more. The statement just confirms that that money has been withdrawn even though I did not receive it.I then found out that there was another lady who approached them complaining about a Capitec Atm which gave her the same problem. Someone then suggested that I go to a different Atm and check if maybe by luck the money might be back into my account but I found that found only R4 in my account.

I am stranded with three children and I have no idea of how I am going to feed them or buy the most essential things that we need.

Clearly the money is with Capitec but they will not help me and they did not make an effort to close that particular atm nor did they warn other Sassa grant recipients about this issue.

The Atm id is 7464 DNR Boksburg DP And I was at was at that atm at around 10:38 yesterday (08/04/2021)

Any assistance on this matter will be greatly appreciated. Thank you in advance.