Poor service

I am really not impressed with Capitec. My husband withdrew money on the 15th of December at a Absa Atm. The atm did not dispense the money. Till today we still did not receive our money back. They keep on telling us it's under investigation. We need the money urgently and Capitec do not care at all. Poor service thinking of changing banks honestly. There is no sense of urgency with capitec.