Money not all received-Frustrated

Made a withdrawal from my son's capitec account in an FNB ATM. Money was dispensed but was unreachable. I tried pulling and tucking to get to the money with no success. After scratches and wrestling literally with the machine, managed to get half of the amount I was withdrawing . Reported the incident to capitec . 19 days later I called again to get feedback and was told the incident has been closed with status "Declined". I then asked for that to be clarified and was told as far as they are concerned, the money was all dispensed ,and so that's it. Any advice on what or where I can go next to get this sorted to my satisfaction, which will be to get my money back. I asked if they can get the machine footage and was told I can contact FNB myself. I am disappointed and frustrated at this point and honestly want my money back, no matter what 😡