the poorest customer service is at Capitec bank

I'm so annoyed by the poor customer service, on the 19th of September I sent someone a cash send of R1400, when they went to withdraw the money on the 20th, the ATM only gave R1200, I went to the Tsakane Mall branch, I was given a reference number and told the issue would be resolved in 10 days, this was on the 26th of September, 10 days later nothing had been done, no feedback, when I checked on the whatsapp number that I was given it seemed the case had been closed, I went back for assistance, this was no on the 11th of October, I was then given a new reference number, which also states that the case bas been closed when I check via the WhatsApp platform they said I should use, so I wonder if I should go back for another reference number while not even getting assistance, so is this how they work, just issue reference numbers, close them without providing any feedback on what happened.