Unfair to treatment to clients

Good day my name is Rebekah Nair my husband and i went to the Atm last week wednesday the 27th june 2018 a man was at the atm withdrawing money he then turned around and told us that there's something wrong with the atm its not giving receipts he pressed 2 buttons and left, i put the card in and punched the pin the screen went blank and asked for cellphone number i pressed cancel but the card refused to come out i then received sms that a withdrawal of R4000 and another 1 of R1000 was done at another atm he tried contacting capitec but because i have a contract phone it didnt allow me to dial 0860 number so i borrowed someone's phone that eveing and called capitec to block my card. the next morning i went to capitec to open a dispute the consultant called the dispute department for me. An incident number was given to me and was advised that i will be contacted within the next 8 working days. i was contacted yesterday the 3rd of july 2018 by fezeka i was unable to speak to her because i was at work and then called back and spoke to a gentleman he advised me that my claim has been denied because i didn't contact capitec immediately i advised him that i couldn't call that number from my phone but attempted it he asked what time i advised the withdrawal was done at 5:34 and i tried to call at 5:46. I then contacted the ombudsman filled out a application form for assistance i'm now waiting for their response. Please can you assist i need my money back that's all the money i had left to live for the month.