CAPITEC ATM money not dispenced but they refuse to refund

As a Capitec client i went to withdraw funds at a Capitec ATM entered Amount card was returned but funds dispensed. i waited a while but nothing happened not even the normal sound of the ATM preparing the funds. the screen returned to its default setting (enter card or cardless transaction) i took it that the ATM must not have cash and proceeded to another ATM logged into my app and noticed that the funds were taken from my balance . i reported incident to the capitec branch was given a incident number and advised the would contact me within 24h , a colleage advised that i go back to the shopping complex and check if there was any cameras facing the ATM . i noticed a fidelity techician busy at the ATM and from there Capitec refused to take responsibility for their ATM malfunction i requested a copy of the video evidence or Atm logs but was just told everything was in working, yet not even 2 hours later there was a fidelity member busy at the ATM but cant be given evidence there off..