Cashsend voucher cannot be redeemed but on system shows redeemed

I am shocked at the lack of explanation I got from the consultant at Capitec Lenasia Signet Terrace branch. On the 9th of December i sent R500 to my fiance who tried to withdraw the money from the atm at Signet Terrace however the machine gave an error and had no reciepts. +- and hour later my fiance went to try again with no luck but reciept read voucher cannot be redeemed but he did not get any money. We called on the 10th and was told to go in the branch because system shows voucher redeemed we also checked on the app as well and it shows redeemed. So we went in on the 15 to get an explanation and we were just told that the voucher has been redeemed there is nothing they can do on their side so I asked them to check the cameras as the money was withdrawn from signet terrace but they said capitec has no cameras outside and we should go ask other store owners for footage and that was it we did not even get a reference number. I was happy with capitec until this incident because i work hard for my money and that 500 could have went a long way. I would have preferred they helped me by advising me what steps i could take to retrieve my money but that was not done so i would like someone who can assist me to call me back so we can sort this issue out