Bad service.

I lodged a card dispute for online purchase on the 3rd of August, Both PAYPAL and Merchant never received any money it’s like the money is still with Capitec because my account says pending even now, they told me they still waiting for Mastercard for response I wonder how many more people lose their money while waiting for Capitec while they don’t update customers atleast to be on the loop, they told me that the feedback will be ready in 14 days, but an update from one of the team members was better. They told me again that it’s not possible for me personally to contact Mastercard. Something is fishy here.