My refund from Capitec bank

Below is a letter I wrote to @Capitecbank of an incident that happened on the 16th of September 2024 and to date they have not refunded me my money.

Good day

On the 16th of September 2024 at around lunch time I went to @Capitec bank atm at shop 2,Boland House, Samora Machel street, Durban Central to deposit an amount of R7800 into my Capitec account. My account number is ***.

I inserted my Capitec bank card into the machine and I followed instructions. I deposited the amount of R7800, while I was waiting confirmation, an error message popped up on the screen of the atm, written "X" ,together with the message "no more taking deposit "(cannot recall the exact wording).

I didn't move from the atm and I asked a person on the queue to call the bank consultant. A female consultant came and I explained what happened. She asked me to come inside the bank.

Whilst inside I was instructed to see another consultant whom I explained what happened. She then logged an incident and I received an SMS at 13h46 with the reference number *** and the SMS stated that the incident has been received and it will be resolved within 48 hours.

To date the incident has not been resolved. I am still waiting for my money which is R7800.

Should you fail to refund my money into my bank account within 7 days from the date of this letter, I will escalate this matter to the banking services Ombudsman.