Capitec Bank swallowed my R13000

I went to Capitec Bank in Germiston Golden Walk on the 15th March 2022 afternoon to deposit money, R13 000. I followed the procedure for sending money; added account number and verified all details and the ATM opted that I put in the money, which I did. As soon as the money went in the ATM machine started counting and immediately went to say “out of Service”. We called one of Assistants inside the bank to come assist and the lady came out and said if its like that the money will not come out, instead they gave us a ref number and said they will send us via sms aswell. The ref number was alsosent via sms, We went again the following day, 16th March to follow up and they said we must come back after 7 days. We went again after 7 days, which was on the 25th March and they said we must come back after 14 working days. 14 days will be on the 5th April, which is way too late. Bills have to paid with that money and we have no money on us. Please assist on this matter urgently because we are just being taken back and forth with no hope that this will be resolved. No one has called to ask for our statement so we have no faith that it is being resolved.