Withdrawal issue. No money received at ATM but balance reduced.

I attempted a withdrawal of R2850 at a Spark ATM in Shoprite Tsetsing on 13/01/2020 using my Capitec card, I waited a while but no cash came out however I received an SMS notification of the withdrawal but I did not get the money, I even went to the cashier to check my balance and it confirmed the withdrawal from the ATM and no money had come out. I went to a Capitec branch nearby and from there we called Spark customer service they gave me a ticket number (7***) and I was told they would get back to me after six working days, still nothing until today. I don't understand why I cannot get my money back due to a faulty machine. Capitec told me to contact to ATM provider and I have not gotten any real assistance since then.