I want my money

I did a cash send of R500 and when my sister went to withdraw the money the money did not come out, she received an error message saying cannot redeem funds something along those lines. She was at Pick n Pay hyper Ottery to withdraw the funds, she went to the pick n pay cashier and the voucher was not redeemable. In the same centre there's a capitec bank, she then went to the ATM and immediately the ATM became of offline. I called ***at 12:36 and I spent 24:42min and I was informed that the query has been escalated. After that long call with Capitec call centre I checked the app and I saw that the transaction is pending, I then went to the bank and they informed me that they can't call head office because their phones are not working. This morning I called the call centre again and and I spoke with a Supervisor Faheem Hendricks and said that the ATM that was used to withdraw the money was faulty hence the money did not come out and he said that he has escalated my query to IT and they will get back to me. I informed him the reason I did that cash send, it was to by a bus ticket to go to PE to my brother's funeral and I told him that I need that money urgently and I cannot wait because the but leave at 2 and funeral is the following morning on Friday. he said there's nothing he can do at the moment but to wait for feedback from IT. I asked to speak to his manager and he said his manager is in a meeting, I asked to tell the manager that this is an emergency he refused and said he will not do that. i asked to speak with the person in the department that the query has been escalated to and he refused again. I asked for his manager's name he refused to give it to me, I then asked for the manager in the department where the query has been escalated to and he refused again, I asked for the complaints department's email address he refused and said he can only give me a phone number. Capitec is oppressing people because I was with Capitec bank for 24min yesterday and today for more than 30min and they still want me to make another call using money on-top of my money they are holding. All of this is not my fault, especially after seeing that the ATM that was used was faulty. Capitec bank is selfish and it seems like they like to see people suffer. I regret switching to them.