Stressful situation an ***********

I made the transactions between my minor account and and my accounts there were so much corrections going on, on the 31/07/2022.The money doesn't reflect on any of the two accounts , on the 1/08/2022 I went to capitec branch in plain and jourbet in jhb I was assisted by one of the consultant he did try to make some call n they end up giving him the incident number saying they will refund the money just before the end of the day, I waited as I needed that money urgently until the following day I went to the capitec branch in the the glen mall there was a lady I explained my situation she did the necessary to help me, they told her that they don't see where the money went and give her another incident number so as am writting her am stressed my kids don't have food because of the capitec bank how come they don't know where the money went, so the lady explained to me an I guess I didn't have energy to complain to her as she was willing to help me I felt so helpless I don't know wat my kids will eat tonight, am very disappointed with capitec bank