Refusal to refund

On the 11th of June 2021, I was trying to withdraw money at a local ATM in Nomzamo. My card got stuck in the ATM machine after having entered my pin number. To my surprise I immediately received bank notifications stating that money had been withdrawn from my account at an ATM in Strand Broadway, a couple of kilometers away from where I was. I quickly rushed to the nearest Capitec Branch for assistance, wherein I was assisted by a consultant to open a case of *****. Upon which I was told that I would get feedback regarding my complaint in 8 days. On the 28th of June 2021, I went to the Capitec Branch in Somerset West only to be told that the investigation actually takes 14 days not 8, as the matter had been escalated to the head office. On the 30th of June 2021, I received a call stating that they are unable to refund me the money I was de*****ed because I didn't contact them immediately when the incident took place.