Money lost at the atm

I am not happy I have lost R5000.00 whilst depositing at the Atm the recipient did not receive the money. I just called Capitec contact centre now and an agent by the name Kholofelo did not know what to do she sounded ***********. I gave her the ref number to follow up on my case instead she put me on hold for 3 minutes then she hung up. I ask myself what bank is this. Will I ever get my money. This is for medical expenses and they are waiting for the money at home. Is this how Capitec works, taking people's money and have agents who know nothing. I am so frustrated.