Terrible service

Reported an atm incident on the 31 December 2021, whereby I did not get my cash but shows on my acc as redeemed. The agent told me that somebody will contact me nobody did. I followed up almost everyday only to be told it will take 7 days. Finally after many follow ups using my own airtime, I was told that my query was send trough the wrong department by the *********** agent and I should wait again. I logged a complaint with the complaints department, was told somebody would contact me again. Nobody did, on following up again I was told it could take another 5 days. So I must just play this waiting game, I refuse to do that. I have been with Capitec Bank for many years....my question is, is Capitec Bank's service slipping? But I guess I will also have to wait a few days to get an answer on that question!!!