I called capitec call centre on the day my card did not come out while attempting a withdrawal and atm jammed on the 29th of September 2017. I was advised that I will receive feedback within 8 business then today I told query was closed.

I went to withdraw money I inside checkstar supermarket in town at a capitec atm amounting to R1000 and atm showed invalid notes. I then went to the nedbank atm next to it which was where the atm was stuck after entering my pin. I tried pressing cancel in an attempt to get my card back but no joy. I then tried calling the capitec call centre using ********** 466 Lily Governor's number who works at checkstar, then ********** 512 which is my number and there was no answer of which I eventually ran out of airtime. When I was calling a withdrawal of r3000 was done at checkout and later swiped for an amount of r1253 at BP garage West street. I kept on trying to call using ********** 052 of which I eventually got through a consultant whom I explained my problem who then said my was stopped and that the next day I should go to the bank for a new card and she had stopped the card (ref # ********** 8). I went to the capitec branch the next day and printed a statement and went to the police station to open a case (Case no 1308/09/2017) on 30th of September. On the 3rd of October I received an sms I quote "Capitec Bank: We acknowledge your claim for unauthorised transactions and will provide feedback within 8 work days.? Info: ********** 043 REF: ********** 8" I called the call centre yesterday 12 October and spoke with Katlego if not mistaken who then said that the query was escalated and will receive feedback within 30 days. When I questioned the consultant about the 8 days story, she said it was for them to call to update me on how far they are with investigation and at the moment they are waiting for feedback from nedbank. I then asked why I was not called then she apologised for that. I then requested to be given feedback as promised on Sms. Today 13 October at 08.51 I received an sms I quote "Capitec Bank: We have been trying to get hold of you regarding your unauthorised transaction dispute.Kindly contact Frauwina at Unauthorised Transactions on?..." I then called them at 09:00 and spoke to the consultant named ****lang who said that the query was closed and declined today at 08:52 because they could not make contact with, based on their findings I did not call on time to report the case and the withdrawal and purchase disputed were done using my card. I am dissatisfied about how this matter was handled because I finish work at 6pm and phones are not allowed at work couldn't they leave a voice message then I would have returned the call and how many attempts they did to reach because the consultant as I that according to her record they called me today and she cannot see the exact time, how can they say I called late because I did numerous attempt to call them immediately when my card did not return, the ref no given was ********** 3 I'm really not satisfied with the outcome and the feedback given please assist.