Capitec Agents Not Helpful

I logged a incident on the 22nd of December 2023 with the bank on two card transactions I made for a black Friday ad on social media. To date the case has not been resolved or refunded. All the agents I speak to has a different answer it first was 7 to 14 work days to complete investigations then it was 30 days for the investigation. It keeps being shuffled between these to timeframes and no one can give me a clear answer. I would like to have this resolved and refunded ASAP but it falls on deaf ears when you say that to the agents. Only 1 of the agents made a follow-up with the investigation agent but there had been no response from this individual.