Disgusting customer service after a cash send voucher could not be redeemed

Capitec it is the most unpleasant and unprofessional bank to ever been in existence.

My husband made a cash send voucher to himself and the atm machine read transaction declined and no money was received. We called their customer service department and they said the money was withdrawn at 18:55 at the branch he was at, after that the call was hung on his ear, he tried calling again and the next agent said she cannot assist him as he had failed the security questions.

Please explain to me how is possible that we can get 2 different answers from people working in the same department, they did not even ask for the voucher collection number in order to investigate what happened or even gave him the chance to explain what happened

The Capitec customer service agents are very unhelpful and rude, I am disappointed and would not advise anyone to use Capitec *****sies