no dispensed money

I tried to withdraw money and nothing was dispensed by the atm but I got a notification that my money was withdrawn. Fortunately I was still in town and reported the matter at the branch and the consultant there told me they will reverse the money within 14 days, I made a follow up today and I was told I might not get my money back. A whole R600 !!! How am I supposed to survive the whole of this month? She even went on to say they are still investigating the matter and will take up 30 days but not sure they will reverse it back. Whats the to investigate? I had proof of what happened( receipt) and they scanned it to whoever was to investigate, is it my fault I withdrew the money, definitely not. Please @capitec I need the money back.