Misuse and negligence

After 18 days of waiting for a refund because a Capitec ATM failed to make a deposit or refund me back my money during a deposit. Today I am told that they finally processed the transaction today after my 1st call today and they deposited the money into the account i was intending to deposit to 18 days ago. I asked for a refund as i had to make other means to make payemnts on that day and i had never authorised to have the money refunded to the other persons account. I was declined the request, Now i am stuck with a job of having to retrieve the money. All I received is a failed service and a misuse/neglegience of my money and time.