Capitec atm *****

My father just went to the branch about an atm ***** that happened on the 17th of June. He tried withdrawing money at an atm at kwa Thema and his card didn't come out or the money, he took a taxi to the branch there and was told to wait for feedback on the 17th. Today he is told that he won't get the money or a portion of it. The money was not even withdrawn at the atm he tried but in springs town showing there was ***** or a duplicate of the card. Why is nothing being done, No one was assisting him at the atm so no one physically saw the pin. My father was banking at standard bank we regret why we encouraged him to go to capitec, almost 7000 gone, it's my father's whole salary. I have heard so many people complain about this I'm disappointed. I'm thankful for the consultant who has been helping him understand and doesn't make him que whenever he wants to enquire Ms Mathebula