Capitec Refusing to Reimburse

My fiancee withdrew R3000 from a Capitec ATM and the machine coughed up only R1900!

She went into the bank to report the matter and they said will get back to you after 7days! 7 days gone and they don't come back to her and she calls them back and now they refer her to some "customer service queries" and she's told that they won't give her anything and she can go ahead to the ombudsman because they are not responsible for the replenishment of external ATM's! How does one know that a certain ATM is external when it's written CAPITEC BANK in bold letters?! Why these so called "external" ATM's are allowed in well known retail establishments?!

CAPITEC BANK has ****** us R1100 and they say they won't be held liable and we should contact ombudsman!