Worse customer service

My husband went to withdraw money at moratiwa capitec branch on the 4 January 2025 he withdrawal the money but the money didn't come out from the atym but he get the notification that the money is out of account, he stood there upuntil the branch open he lay the complain to the teller he said he must open a case to the police and we don't understand whom must we open acase for. They didn't help him at all. Can we please get the assist with this quiry. We work had with this money.