Bad experience with capitec bank

On the 23rd of September I reversed the money on my account via telephone, even today I haven't got the money to my account to my suprise they already deducted the debit order reversal fee of R40 and when I go to the branch in secunda they call the head office n they firstly said am gonna get my money on the 27th after I argued with the consultant and still no money I called again yesterday and the lady who helped me said she can't help me because it's out of her hand, I think people were right all along about capitec for not being competent and useless, how can a reversal took more than 3 weeks?