Unresolved incident

I'm very disappointed with the sense of urgency capitec has when resolving incidents. On the 26th of January I went to withdraw money that I sent via cash send,when I withdrew the money I only got the receipt it said I withdrew the money and the ATM went out of order, then I realized the ATM was tempered with, we found a box where the money comes out... Only a R100 came out after removing the box... I then immediately called the capitec help line and I was told the matter will be directed to the relevant department... 2 weeks back I went for a follow up in the Westgate branch and I just given a second incident number and told the matter will be resolved within 30 day from the filed incident. Until today no communication has been sent or whatsoever regarding the matter or just an update on the investigation.. Today is 31 days after the incident and nothing still... The service is really bad and frustrating