I want my money back!

On the 7th of March Capitec ATM went offline while I was depositing money into my account . The machine swallowed my R2950 deposit. I stood in front of the machine and call your call centre and explained my ordeal to one your consultants and also provided her with necessary information she required. She assured me that within 2 days I'll get a response regarding my refund. I was even given a reference number for the complaint. The following day I went into a branch to check if my complaint was logged and if everything is in order ,they did confirm that it was and again I was told that turn around time takes up to 2 days. Yesterday I received a call from Capitec telling me that they can't locate the ATM machine with the DNR number I provided. She then asked if I've previously used the ATM before and I said yes. I provided the dates and amounts withdrawn on that ATM and she said she'll check the DNR number from those transactions. Today I had to phone and also visited the branch to do a follow up and I'm told they couldn't do anything since they still can't trace the atm and also I haven't given all info required. How is that possible when I have answered all questions asked. Again I'm told to wait for another 2 days to get feedback, it's been a week now and I'm not getting positive feedback regarding my money. I trusted this bank all my life now this happens. I'm disappointed at your poor customer service, always chasing you to get feedback. All I want is my money back. This is really frustrating