Bad Service - Reversal on ********** transaction

I don't understand how difficult it is to do a reversal on my account. After reporting a ********** online purchase done with my card on the 16th Dec I am still waiting for feedback as to when the monies will be returned to me. I reported the incident at the Greenstone branch (Ref no ***0) & all relevant documentation was sent through to show that the vendor took money after termination of the subscription & I was told Capitec would withhold the funds & not process them until their investigation was done. Two weeks & I am being told to hang ten, the call centre nor branch are not able to assist because they are waiting on another department which they too can't get a hold of. To date I have 4 ref numbers because I have been calling to follow up on the progress but I keep getting the run around. This is not on!!!! I know with FNB your monies are returned within 12 hours.