horrible service

horrible service from capitec bank i got a declined transaction twice at one of their ATM yet money was withdraw however i did not receive the money because i receive a receipt stating invalid transaction, i immediately logged a call with the call center this was on the 07th of January i was advised about the SLA of 24 to 48 hours till today i have not had anything from capitec bank i kept on calling for feedback i was advised the issue has been escalated someone will get back to you, i even went to the branch and still same answer someone will get back to you. what kind of a bank gives such horrible service all i need now is to move to a different bank that will here me out it terms of my struggle not a bank that eat your money this is just day light *******.