Capitec Bank silent on withdrawal error

I'm Sonqoba Wandisile Kunene, an existing Capitec client.

I need assistance with following up on a call I placed on Saturday, 31st August 2019 to Capitec, between 10h30 and 11h00.

I was assisted by a lady named Duduzile Maduna.

Earlier that day, (Saturday, 31st August 2019) between 09h30 and 10h30, I withdrew R 1 000 from my account, using an ATM in Bophelong, outside Vanderbijlpark, at a Shell Garage on the R57.

I inserted my card, entered my pin and selected to withdraw R 2 000, but the machine dispensed R 1 000 (five R200 notes) instead. Thereafter, the transaction ended.

I called into Capitec having seen an SMS notification on my phone indicating I had withdrawn R 2 000, and I reported the matter by placing the phone call, for which I was allocated this reference number: ***1.

It's been nearly a week since the incident and I still haven't heard back from Capitec, and I'm worried.

Duduzile, the consultant I spoke to indicated the ATM I used (SparkATM), is not a Capitec machine. This was impossible to know at the time, as the ATM is fully marked with Capitec branding and colours. I'm deeply concerned with the manner, and lack of urgency employed to attend to my call for help. The bank has neither called nor emailed me regarding the matter, even failing to respond to an email sent to them earlier this week, not even an acknowledgement of receipt was issued.

I'm writing this email with the hope that I can get this matter resolved, and my funds can be retuned to my account.

Disappointed client. SW Kunene