Cash withdrawal

Good day, Today as at 30 April 2025 at 12h:40 my mom went to Pick n Pay Market Glenridge to withdraw a Capitec cash send - C***,she was assisted by Mmabatho Oitsile she told my mom,money was already withdrawn,my mom called me immediately while she was still inside the shop,i then verified with Capitec Bank they sent me a confirmation with inc-*** confirming money was just withdrawn at 12h:47 at Pick n Pay Glenridge at 12h:47,whereas Mmabatho told my mom money was withdrawn already.I personally went to the shop Mmabatho stated she indeed assisted my mom however money was already withdrawn,my concern is the very same time mom was assisted by Mmabatho, is the very same time money was withdrawn in the shop.The response Mmabatho gave me was money could be hanging somewhere in their computers they email is sent for verification..the question i ask was,why is it hanging whereas the bank confirm the withdrawal was done.My request is Pick n Pay may it kindly go through Mmabatho's transactions made on the mentioned date and time..the amount is R200

I am really hurt ,urgently need answers as my mom was supposed to take my sister to hospital..i really feel that my sister's condition was at risk due to Pick n Pay. I was given a ref no ***3 and told they will call and give me feedback.At this point I really need to be reimburse my money. Kind regards JB Mathujwa