Old Mutual Money Account ***** department failed me

My name is Busisiwe Carolina Mkhwa**** on the 22nd of April I tried to make a withdrawal at Capitec ATMs with my old Mutual Money Account card while the transaction was still in progress the atm got out of service but the money was deducted from my account though I didn't receive it and I also didn't receive my card I went to old Mutual branch in Kwaggafontein and told them what happened I field a ***** form and submitted an affidavit but till today I have heard nothing from them I tried emailing them 3 times but still no response that means my R2000 is gone just like that