Capitec Bank I want My Refund

Capitec Bank refuses to refund my cash voucher with document number R3000. The cash voucher was created on September 30, 2024, and it was redeemed on September 2, 2024, at the Powersave supermarket in Randburg. However, I did not receive the money due to an ATM malfunction. The bank informed me that my claim has been rejected, stating that the funds were withdrawn. My incident number is ***. When I requested video footage from Powersave, I was informed that other customers had experienced similar issues.