money never tranfered into my Capitec account

Monday of the 1st of February, I went to Queenstown Standard bank to go withdraw my contract savings account as it had matured. I had literally asked the lady to deposit the money into my Capitec account as I knew my Standard bank account had arrears and I wanted to use the money urgently at that time. The lady told me to wait for 4 to 5 working days in order for the money to be in my Capitec account. I waited the whole week and on Monday 8th of February I went to standard bank in southernwood EL to go check where my money went. They tried to assist me to get the money but they could not help. The Lady who was helping me wrote an email to customer care and I had received a sms with this reference no. *** saying they will respond by the 10th February. The following day I received a sms saying the issue has been resolved, I should be contacted but I was never contacted. The following day I called the number for Queries and no response I could not be assisted. I'm still frustrated as my birthday passed and I was broke. I don't know whether suppose to happen this way or not I really need explanation with regards to this matter as I still need to pay people I borrowed money from