Compliant Capitec ATM retains money

I am rather frustrated and angry at the manner in which my incident is being dealt with at Capitec Bank after the atm machine retained my money to the value of R10 000.00 and stopped working.

On Tuesday 5th June 22:10 pm I deposited R2990.00 at the Menlyn Branch atm, followed by a R 10 000.00 deposit at 22:13.

The R2990.00 went through however the R10 000,.00 was stuck in the atm machine and it stopped working showing a red cross for all the deposits.

I immediately called call centre and spoke to Bianca who later referred me to her team leader but failed to assure me that I would get my money back. I asked if I should wait at the atm until the morning and the response was that "IT would be useless to wait there because the machine has stopped working"

First thing on the 6th of June 2018, I went to the Menlyn branch directly and I explained to the branch manager, Phumelele the incident which happened the night before. I then asked if the the cash terminal was not found open. and he confirmed that when he arrived the cash terminal was open in the morning.

I have been going from pillar to post attempting to resolve this issue and i am failing. Having explained that my mom needs a cancer surgery to be performed on her tomorrow the urgency of this refund was crucial. I could not afford any delays.

Late yesterday an amount of R7010.00 was deposited in my account which is not a true reflection. there is a shortfall of R3000.00. It is rather unfortunate that an atm error becomes my fault and of the Capitec employees could assure me that my money would be safe.

The advise that was given was pathetic and disheartening with lack of empathy and remorse. I asked about the cameras and I was just told that they rely on the mall's cameras.I will not leave this ,pending yet I am even prepared to take steps against this bank.

I am still waiting on my balance and again I am still told that my matter has been escalated. I will be moving my business somewhere else where customers are treated with urgency and respect.Where employees are knowledgeable about what needs to happen.

My mom's life is on the line and all I continue hearing is " Your matter has been escalated to the bank admin"