Capitec bad service

Good day Sir/Madam.

On the 5th of October 2025, Time 11:54. I went to Capitec bank at highveld mall to redeem my CashSend. I personally made that CashSend for I was not having my card that's the reason I made the CashSend. I tried to redeem the cash on terminal number 1 and to my surprise the money didn't come out, just got a receipt saying "Voucher cannot be redeemed, reference number was C***".

I then tried terminal number 2, but still the voucher couldn't be redeemed. I went inside the capitec branch to alert them of what happened, but they also failed to help me they said I must come the following day to do a follow-up of which I did, when I got there they told me I must wait for 48 hours again.

I then got a message on my capitec that they are "Disputing the claims they cannot pay me back because the voucher is redeemed" how was it redeemed when I didn't get the money? Like make it make sense to me cause I don't get it. I highly don't get it. I would like to see a footage of me taking the money out or the money being taken out cause this is something I do not take lightly.

What do you want me to do in this case? Fold my hands and say yes the money was redeemed when I did not redeemed it? You want me to be happy with your service and say yes I got an exceptional service when I got bul**** of a service? Imagine my money down to the drain the money that I work hard for to get down to the drain. They told me that they cannot log a call twice I want to know what must I do. I demand answers I want to know how the money was redeemed when I didn't get any cash. I need thorough explanation and tangible evidence. I need this fix I want my money back. My money cannot go to the drain without any explanation.