Still no refund

17th of December I attempted to withdraw cash from a Capitec ATM in Cresta. The ATM was empty and there was a same incident of emptying the account but no cash coming out of the machine. It was clearly the bank's fault that they didn't put any sign on the ATM that it is empty. Then they say I must consult my bank because they can't see if the transaction went through when I can show them on my Mobile bank and the slips that it through. And they can check the balance of that ATM that day. That is enough investigation to prove that Capitec ate my money. There was a response to my previous post saying it will be answered in two days. A lady phoned on 23rd to say the same thing that I must talk to my bank so irresponsibly. Then she got my card number saying she will see what she can do. And until now no answer or reaction has been given about this upsetting situation. Very disappointed.