Cash deposit not reflecting

On the 28/11/2024 I went to a Capitec ATM at the branch to do a cash deposit. I put in the account number and the machine prompted me to insert the cash, after which it displayed “verifying notes”. Immediately after that, the machine displayed “out of order” and then restarted. The money I deposited (R35 000) was not returned nor deposited into my account. I went inside the bank to report the matter and an incident case was opened and the consultant told me the issue would be resolved in 24-48 hours and that they often have issues like that with their machines. As from the 02/12/2024 I kept calling their customer services to check the status of the query and I kept being told that it’s under investigation and that it will be escalated. I also made use of the WhatsApp client service number, which I got the feedback that the matter was under investigation.

On the 31/12/2024 I went to the branch at which I opened the case and the consultant informed her manager and was told they have escalated the matter and that they will revert to me. The consultant later contacted me and told me that the information that they got from head office is that the money I said to have inserted in the machine doesn’t match what they got and that further investigations will take place.

On the 02/01/2025 I went back to the branch and the branch manager said they are still waiting for further feedback from the head office and that they have logged a complain as this matter has taken very long to be resolved. She tried calling them and said they were not responding. Later that day she said a team leader will contact me for feedback. I was then contacted by a consultant later that day and she still gave me the same information, that the money doesn’t correspond with what they got and that it will be further investigated. I then asked her how much they got so that I am not being delayed by maybe a R200 difference (which I would let go as I urgently need the money), she told me that they amount that they got was R3750. This cannot be accurate as I only had R200 notes and I am 100% SURE I inserted R35000. I was not given any timelines as to when can I expect this to be resolved despite the fact that it’s been over a month of nothing but stress and major inconvenience on my end.

Today it’s the 6/01/2025 and I just tried following up on the incident on WhatsApp but I now receive a message saying no incidents reported in the last 30 days, which is true since the incident is over 30 days. But now how do I follow up on the matter and when am I going to get back my money? R35 000 is a lot of money for me to just continue being patient and I honestly think I have been patient long enough.