Very bad service

On the 9th of January I went to make an atm cash deposit to my personal account at Capitec situated at Fairbridge Mall in Brackenfell. I deposited an amount of R4900 into the ATMs cassette, the ATM took the money and started to make sounds as if it was counting the money. The ATM then went blank and said it was out of order, it restarted, I went into the branch to ask 1 of the staff members to come and assist me. When we got to the ATM it had restarted and was working perfectly, she provided me with the ATM number. I launched an enquiry at the bank and was given a reference number. The person said this usually happens when there is loadshedding where the system loses connection. I asked them if they could check the camera footage to see I did deposit money into the ATM.

2 Days after the incident, I went to enquire what had happened, they said their IT department could not find fault or an ATM error on their logs. They will log a swap where a 3rd party company will come in and take the money for counting to see if there are any discrepancies in the amounts. On Friday they gave me feedback to say there were no discrepancies and the claim was unsuccessful. On their side they don't see the amount and they will not further investigate.

This shows poor service delivery on their side as such an amount can not just disappear from the ATM. If the 3rd party could not find the amount then where did it go as the branch claims there is no one that has access to the ATM cassette once money has been placed in the ATM. I won't lie I am very disappointed by the whole incident.