Capitec declined incident

On Sunday the 1st I withdrew R1000 at a Capitec atm. I received 2 x R20's from the top I phoned Capitec customer service on the spot about the incident. I've received a log nr. Now they tell me my incident is declined as the money was taken. Will I use my time and airtime to phone and logged an incident if I've taken the money. I had to withdraw at another atm at the same shopping center. Capitec is *****ing from people R960 to loose is alot for me. ******* that's what they ate