My money vanished & no 1 is helping

I forgot my card at home when I went to the mall so I sent myself R500 cash via Capitec cash send. i went to a Capitec ATM at the mall and kept getting an error saying I could not redeem funds. I spoke to a consultant, she told me their cashsend function had problems. i tried to redeem the money again a wrek later and got the same error. I went inside the bank to tell them I want the money credited back, they called theit helpdesk and gave me a ref, said the money should be back in my account in 7 days. it never happened. I went to another branch in Silverlakes Hazeldean mall, the consultant didn't hide the fact that she found my query quite boring &told me as I explained my situation that I won't get help, i insisted that she call either way. she did and just gave me a ref. i needed the money as in yesterday. It's been almost a month now, i still don't have my money back in my account. My money just vanished. all i have are 2 reference nrs.