Unbelievable bad service

Unbelievable bad service! I logged a query where I withdrew money from another ATM and didn't receive the money. It did go off my bank account, but I never received the cash. I logged the query within 15 mins. I was advised it takes 24 hours for feedback. After waiting 24 hours I called Capitec only to hear that it might take up to 30 days and that I can't find the case number on the WhatsApp line as the system has been upgraded. Every day I called in until about a week ago an agent told me that the query was escalated to the wrong department as if it was an Capitec ATM and not the external bank's ATM. How can something like this happen? When I called today another agent told me that I can go to the external Bank directly and the query might be resolved quicker. This is unbelievable bad service!