My money was not paid at Capitec Bank

Dear Sir/Madam <br> <br> On the 7th of February 2015 I went to the Capitec ATM in Berea centre in Durban around about 18:15 to withdraw money and I couldn't get my money on the ATM even my card was in the Machine. I call the Capitec Branch at 18:20 while I was in the machine to tell them to close my account, I forgot the name of the lady who was assisting me at the call centre, again when I arrived at home I called again and they ask me same that that they ask and my air time was finish. On the 8 February I went to the branch in Town to do another card and I tell them the story but they said to me that the person that was helping on the phone yesterday was suppose to give me reference number but she didn't, the reference number is ***7 and said that they are going to do investigation and I must wait for 14 days. I went to the bank again on the 21 February 2015 to check about the money and they said to me I must wait again. Yesterday they call me and ask what happened to the ATM again I told them the story and they said I must wait for another days again. The money that was taken into my account its R1250 in the Shell garage at the Toll gate min while I was at the atm. Please help me.