No service at call centre - ATM not giving cash

Called Customer Services on Sunday 21 April after Capitec ATM did to give cash after withdrawal. No service received. Two days later, I call again and agent informs me no action has been done to date on my query! R500 gone and they are in no rush to help! Also, why ask 4 security questions about my account when I am not divulging or requesting sensitive information? Both agents (Sunday and Tue) sounded like talking brochures and seem to be following scripts and not listening to the client!