Capitec voucher says redeemed- I did not get the cash at ATM

On the 21st January I sent a Capitec Voucher of R2000 to myself as I did not have Went to the branch to call one of the ladies to assist me at the ATM still we get an error message. I then went to log a complaint because on the app it said redeemed whilst I did not get the cash. I have been given references and being told that the cash was withdrawn within a minute. how is that even possible, even willing to go to mall security for footage to prove that I did not get the cash. Please assist