HOW WAS MY INVESTIGATION CONDUCTED

On the 29th of November 2023 i made a cash send of R 3000 for myself, and attempted to redeem it on the 2nd of December at Kwa Mhlanga Plaza where i received an error message on the screen, on the 4th of December i logged unto my capitec app to try update my secret pin, to my shock the very 3000 was redeemed, i quickly called Capitec where the consultant i forgot her name told me that the money was redeemed at pretoria bloed mall at 15:53 same time i received an error message when i was at Kwa mhlanga plaza, the consultant then advised that i go to the branch to open a ***** case as she could'nt on her system due to technicalities she was having, after work i went to Pretorius branch Pta where the consultant called ***** unit where they then stated that the money was now redeemed at 10:17 on the 4th at bloed mall, i was surprised on the contradictory statements from the call i first made and the branch, now 2 days later capitec sends a message that my claim is declined without any explanation on how this investigation was conducted if it was really conducted, can capitec explain how i lost my 3000 and why the contradictory statements and did they atleast check cameras at both bloed and Kwa Mhlanga to really find who redeemed my money or they just conducted unsatisfactorily unprofessional investigations?? 3000 is a lot even this Capitec Sham of a bank which doesnt take clients seriosly is failing to refund, Capitec how did i lose my 3000?