Capitec adjustment

My credit account was emptied up by capitec as a collection reversal. I got an sms that it was an error on their side and the amount was credited back. It never was. I never received it back. I called the client care and collections department, they have no clue whats going on. I asked them to escalate, they hung up on me several times. If capitec does not know where my money is then how am I going to know. Can you please assist.