***** query

On on the 21st of January, I did a cash send of I think R500 using my capitect app and went to the ATM to try an withdraw the money but the ATMs could not complete my transaction and received no money. I went to Shoprite to also try and withdraw the money from the money market and the cashier told me the money has already been withdrawn. I checked the cash send status on my app and it indeed was on redeemed. I immediately called Capitec to let let them know about my query and the agent told me they will resolve the matter and get back to me in 2 days, mind you she didn't even give me a case number. I then called again after 2 days seeing that I'm not getting any feedback, got assisted by another agent and got my case number and was again told I will receive feedback in 2 days. I have been following up since then until today, it's been 4 months now and I haven't received feedback but when I call they tell me one thing "they have to escalate the matter to the relevant department" for 4 months they escalating to the relevant department which means my case is not even taken to recognition. I just want to know what happened to my money, if it was their fault they should give my money back why are they delaying?