10 months and still waiting for Capitec to clear a query I logged

On 29 November 2019 I logged a call with the helpdesk as an Online purchase went through my account I didn't know anything about. The lady on phone was very rude and accused me that I processed the transaction myself. I then went to the Secunda Branch were the Store Manager Lizzie Mahlangu assisted me very friendly and helpful. She phoned the helpdesk and logged the call. On 11 December I spoke to her again and she logged another call (number ***8). From then every time I phoned to follow up I got told to wait as they have a backlog. How long is the backlog as it is 10 months later and still no follow up, call or refund from Capitec. My question is why didn't they just reverse the transaction on 29 November when I reported it as it was still showing 'in progress' on their system?? I'm still a customer of Capitec and always just received the greatest service at branch level but really cant say the same about head office assistance.