Appalling customer care from the capitec finance department.

I have been with Capitec for close to 15 years now. Last year I had to stop my card due to *****ulent activity and received a new card, which was fast and easy to do (No issue there.) However, later I received a refund on a purchase I made to the card that was stopped. I contacted the business that did the refund but they let me know that they can't change the card details on their side and preceded with giving me a code I had to provide the bank with to ensure they can transfer the money from the card that was no longer in working order, to my bank account. I went to the bank and A. They had no idea what to do with the code. B. Finally after logging an 'investigation', they found the money and let me know that they sent an e-mail to the finance department with the instruction for the transfer, but they could not tell me how long it would take. I asked them how I would be able to follow up, and they said I must just wait because there's no way of contacting the department other than by e-mail and they don't know how long it will take for them to even read it... it has now been 4 months since my inquiry, and they closed the ticket as 'resolved', but I have yet to receive anything. When I phone customer care, they say it's with the finance department (that you can't contact) and they can't do anything about it. This is unacceptable. The money, that I own, is not being transferred and it feels like theft. I am appalled at the service received, especially after being a loyal client for over a decade. Usually the service received was top notch, which is part of the reason I have stayed for so long. But this is shocking to me.