A very disappointed client

I am very disappointed in Capitec, on 19th June 2022, I booked for accommodation online, only to find that the company that I booking on did not place the booking with the B&B however money was taken from my account. I tried calling that company but couldn't get a hold of them, my next solution was to call Capitec to help reverse my money on the 20th when we tried to check in and that company told me that they are not associated with that online website for bookings. They told me they could reverse it and they would charge me roughly R80 for the reversal, I agreed. I was told that it will be sent to the ***** department (if I am not mistaken). Roughly a week later I called Capitec again to get feedback as I hadn't received feedback from them. They told me that my query was already registered and there is a backlog that takes about 7 to 30 days. Its over a month now and I have not received feedback, I have also given them my alternative number so there is no way they can say they couldn't get a hold of me cant keep calling as I've already spent a lot of money buying airtime to call Capitec for feedback :( please assist.