Problematic ATM machines

There is a problem with Capitec ATM's when you withdraw cash. All steps of withdrawal process are successful but at the end money does not come out. It happend twice and when you contact Capitec you are told that you need to wait for 30days while investigating the matter instead that 30 days becomes 1 day then you get a call that they cannot refund you because there is no proof. When you call the call centre it's like they read from script although you the one loosing out and paying double charges. Is this the reason Capitec Bank has lower rates? Coz obviously their security system is poor. I just need confirmation so that I know what i got myself into.