want my money back from capitec bank

Hi on the 1st February 2016 I went to Capitec Bank to withdraw money (R500). The money came out but I could not reach it, meaning it was visible but I would not hold it, as it was stuck in the machine. I waited for a few minutes to use the atm next to that one and I withdraw the same amount on the same day and same place. After my second attempted of withdrawing, I received the money and immediately I went inside to report my case. The consultant that helped me lodged a complaint and they reported to him that they saw nothing wrong. I told the consultant to go look at the atm and he went and looked and saw the money inside also. He called again and told them he saw the money and I don't know what they said to him but after the call he told me to go home and he will call me in 14days after the matter had been resolved. Today is the 15th February and no call was made to me from that consultant. I went to Capitec today and they told me they cannot refund me. I need my money back.