Capitec Bank Investigation Misrepresentation

On 25 Jan 2020 I went to a Standard Bank ATM and requested R400, a transaction error occurred then the machine went out of service while updating my account. I then went to another machine and withdrew R200 and immediately contacted Capitec of the incident, an incident number was given with a 7-14 day waiting period. Upon asking, the consultant advised that there is no need to contact Std Bank on the incident since the investigation will cover that.

A few days later(29 Jan 2020) I followed up on the progress and the consultant asked me to adhere to the given period which sounded fair enough. Today (05 FEB 2020, day 9) I phoned the again for a follow up and to my surprise I was informed by Shanice that the initial incident was closed without a reason and another was raised on the 29th of January which was never escalated properly and new incident was raised and escalated and should receive feedback in a day. 30 minutes after I received an sms reading that they have received communication from the other bank that the money dispensed successfully and the new incident is also closed.

I then proceeded to their complaints department to lay a complaint and the consultant Janine informed that she has re-escalated the matter and a re-investigation will be conducted whereby all logs and journals will be provided and a reference for the complaint will be sent to me via sms since she cannot give it out at that moment. To this point in time I haven't received such reference and I doubt that the incident was re-escalated.

My issue here is

1. Why was I initially given a 7-14 day waiting period for a newly raised incident and then today it closed after just 30 minutes?

2. Why was the original incident closed without reasoning, then another raised but never escalated on the same day of my follow up?

3. Why did the bank fail to furnish proof that an investigation was carried out such as ATM logs and journals from the other bank, I don't believe they were able to obtain such in 30 minutes.

We are not being taken seriously here and I will not let this go without a fight they deserve.