Money lost

I'm highly disappointed with capitec bank I withdraw money from one of the ATM in kerk street inside discount and the money didn't come out I was the only one there and no one was in the que I reported the matter with Capitec after 3 weeks they came and say they can't refund me the money was dispense while they are lying loosing a whole R1000 in this hardness I feel like crying everything I think about this