CAPITEC BANK FAILED ME

I went to the ATM to access my Cash Send since I couldn't find my CAPITEC card. While I was at the ATM, there was load shedding. This happened before the cash was dispensed. After calling the call centre, the agent was rude and told me the voucher had been redeemed. I am the only person who knows the PIN and voucher number. It is impossible. As a CAPITEC customer for nearly two decades, I request that an investigation be carried out to ensure that this matter is resolved. Thank you.