Bad service from capitec bank

I reported an incident where I purchased items online in November 2021 from a **** company. Capitec contacted me in December and informed me that I will get my money back after 30 days and ensured me that I will get my money by the 2nd November 2022. I went to the bank on the 3rd of January 2022 and I was informed that the matter is still being investigated and I have to wait 14 days for feedback again. I don't understand the inconsistencies and the fact that the bank is not able to trace the status of my incident. I was given a new reference number yesterday so it seems my case is starting from scratch again. It is now more than a month as the transactions took place on 26 and 27 November 2021.