Capitec Bank Dispute Services

I tried to deposit money at the Capitec ATM on Sunday, 30 August 2020. As soon as the latch closed, it sounded like it was counting the money. It then said transaction cancelled but did not return the money. My husband immediately called Capitec Services to report the problem and told the Agent which ATM he was at. He spoke to Agent for about 15-20 minutes. She said that she would escalate it and they would investigate. She gave him a case number. He has been calling since Monday, 3 times a day and they were still investigating it and it was passed from one department to another. Apparently it only got to the Case Dispute Department this morning. A few minutes ago he was told that the Agent he spoke to on Sunday incorrectly recorded that the ATM was in Southgate which when he clearly told her that we were at the ATM in Columbine Square. Apparently that was the problem. They have promised to refund the money today. It caused us a lot of aggravation. Not once did anyone from the bank call to let him know the progress of the investigation. Each time he called it was just this story and that. When he asked the Agent why the bank did not phone to keep him updated, she told him that they were going to send him an sms. When??? We understand that the ATM's do give problems, we would prefer depositing inside the bank to avoid these kinds of issues. But then again the deposit fees inside the bank is so much more that we have no option but to be at the mercy of machines and *********** Agents.