Disappointed client

Today my husband sent me cash send via capitec to cash from work, went to their capitec atm by their branch and key in the number it was loading for more than it should have at last it showed successfully however no money came out on the money drawer, but transaction was closed. I tried to redeem it again to my surprise it said, voucher was already redeemed by who I do not know. My husband phone them immediately they confirmed it was redeemed by who we are both horrified by this, how possible is this