Refund

My wife withdrew money from Absa ATM using a capitec card but the money didn't come out, she went to capitec branch to report, they told her the money will be back into her account in 30 days. She went back after 30 days they told her they meant 30 working days then now she went back again they are now saying the money was withdrawn and they won't refund her, but at first when she went there they said they can see that the money was not withdrawn.