Capitec *****

Received an SMS on the 03/05 show money was deducted from my savings plus Capitec account. I called the service center at 11h40am and was on the phone for over 30 minutes trying to explain that I did not process any transaction on my account but on my statement it shows prepaid purchase. There is no token sent as no voucher was bought , I have called Capitec to reverse my money cause it is an error on their end. I've received no feedback, ETA or acknowledgement of my query. I'm always being told investigation is on going. How long should 1 wait for a query to be resolved. Service offered is nonsense altogether