Cash send / capitec poor service

Today I did a cash send to myself as I needed to go to the doctor and didn't have my card the ATM didn't give me the cash the slip shows 0 cash received but the app shows that the cash send was redeemed ,I showed capitec the slip that I did not get my cash and they want me to wait 7 to 14 days for my money even though I showed them proof , I'm very sick and need that money for medical help but the bank has no regard to reverse my money as I showed them proof