Capitec bad service

I have been with Capitec for many many years. On the 4th of April I got a SMS to state that Uber Eats has taken money from my account I then realized my card was ******. I called Capitec immediately they stopped the card and put me to the customer care to reverse the Uber eats amount as it wasn't me. The first lady I spoke to asked me plenty questions such as have I ever used Uber eats which obviously I had, she said i would have to pay for a new card and for the investigation if it gets rejected. I called again the following week as I haven't received feedback I spoke to a second lady which said the claim was declined because the first woman didn't fill out my questions when I wanted the first ladies name she said she can not because of the Popi act then she said no actually it was rejected as there was a duplicate claim so she gave me the second reference number she also mentioned it should of taken 48 hours and when I asked why am I not getting updates such as the first one being rejected as a result of the first lady that messed up she said it must be a system failure as I should get a SMS. I called again on the 14th I spoke to a third lady this lady told me there's still not feed back I said it's impossible she said it's not yet 7 days I said this happened on the 4th then she agreed said I should phone back that afternoon I then phoned on the 17th of April over 12 days later the 4th lady now tells me it takes 7 to 14 working days. I told her after this I am closing my account she just says she understands but that's how long it takes. I am very upset I always get horrible service yet I have been loyal since Capitec launched. 1) I havent got my money back 2) everytime I call I have to explain my card got ****** it was not a mistake of a transaction 3) all 4 ladies literally gave me different turn around times 4) I am not getting any help what so ever. I am definitely changing my bank next month.