No service at Capitec bank.

Money I deposited at Capitec atm Preller square Bloemfontein got stuck in the atm. The consultant informed me it will take 2 weeks before I will get my money. After 2 weeks I went back to the bank only to be informed it will take an additional 2vweeks. According to them only R50 was stuck. Where did the R11 700 go? Im still waiting for an answer. Client service does not exist as there is none. Nobody can give us a straight answer.