Capitec refuses to refund children

Capitec was contacted immediately on the 18 September when an ATM dispensed only half the money we requested. Please note this was my child's pocket money. A month later, I have to agai call for feedback, to be told no credit would be issued. Surely money is accounted for in an atm ? Now I'm told I need to fill in a form and wait 32 working days to resolve this ? Yet another shocking service delivery from a bank. Explain this to my child the week before her birthday. Capitec is unreliable and fails to deliver.