Mobi Money loss

On the 30th of April 2020 someone sent me R2500 on the mobi money app. When I went to withdraw on the 1st of May 2020, as the ATM was counting the machine restarted and I never received my money. I immediately logged a case. I was told that I will be called back 2 days later and that never happened. I then phoned them again to get a follow up and was told to still wait for feedback.. It has been a week and I have been lenient. How do you just forget about R2500?? And how can you not pick up that your ATM is R2500 over the balance. I do know how they load the atm's and I also know what their reports look like. I am extremely unhappy about this!