Dissapointing Bank

I have phoned the bank immediately on Friday the 30th November when the ATM I was using did not give my money - I was trying to withdraw on the 30/11/2018 I received the sms that the monies went off my account – but the money did not come out of the ATM due to load shedding. I also went to my nearest Capitec branch hence they said that they cant assist me - only Head Office. I have phoned the bank and has send emails to the bank to get some response to when my money will be refunded to me. I also phoned todat and spoke to Keketso and she is saying now that I did not answer all the questions corretly. Can Capitec please respond accordingly as I went to my nearest branch the day after and they have said that they don’t deal with queries like this – also phoned in again – and up to date no monies was refunded into my account – this is a great concern because it shows that Capitec bank is not efficient to deal with such problems. I would like my monies to be refunded bank into my account as I did not receive the money.

Regards