Cash send withdrawal

Hi. I’m not happy with the capitec bank cash send service. I made a cash send on the 25 June 2021 and tried to withdraw it but the withdrawal was unsuccessful with code 12 & 99.I then called customer care the very same day to query the transaction and I was told that they need to investigate the matter and it’s gonna take 7 days. I’m still waiting for the feedback even today.I called customer care again today and I was told that they still need to investigate.I want my money and please capitec improve your system,it is very poor