Useless service/ refund pending

There seems to be no proper procedure in place in CAPITEC BANK for handling ATM withdrawal related issues. Since you have very limited ATMs out there, people are bound to use other banks' ATM service to withdraw cash. I tried to withdraw R 2000 from an FNB ATM at Monte Casino on the 21st of Sept 2018 at 23h00, but unfortunately due to some technical reason (obviously not my problem), the ATM did not function properly and as a result did not dispense the cash (even checked on the camera). My card popped out and I walked away with it. I received an SMS few seconds after I walked away from Capitec that R 2000 was withdrawn. So basically I didn't get my cash but was debited and additionally I was charged R 8.83 for that withdrawal.

the following day I went to the Fourways Crossing Capitec branch to get this matter resolved hoping that a branch can sort out matters there and then. BUT the consultant only gave me an Interbank reference number for the query she logged with god knows who on the other side of the phone, that's it (written on a plain piece of paper). Till date nothing has been done, not a single call from any Capitec employee nor any email acknowledging the complaint/refund request. Nothing at all! I need my money along with the charges credited back into my account, and also hoping to receive the interest that I would have earned if the money was there in my account.