Non credited withdrawal

I was so dissapointed by Capitec Bank, I withdrew money from those atms in the shop, the money went off my account but did not come out of the ATM, I went to the branch with the slip to report it as it had a message that indicated it was an error, they said the query will be resolved after 7days, only to find out after 18 days that I won't be credited. Such a disappointment with other banks customers are taken seriously.