Capitec saying the money was withdrawn whilst I did not

So someone sent me money through Capitec and they gave me the pin and the details to withdraw, I went to the atm and tried to withdraw a slip came out saying money collected 000 and money available R200 I decided to go to another atm and it started telling me it can not redeemed, the person who sent me the money went to the bank and checked the bank said the money has been collected so Capitec tell me who collected the money, why is it your thing doesn't even allow people to reverse the money or get a new pin, please Capitec look into this matter i want my R200 back