Capitec bank is the worst bank ever

On the 23rd November 2021 I received a confirmation from capitec bank that my online refund from Mr d food was still pending and that it should reflect on my account within 7 days. It's been over 20 days and capitec is playing the blame game even though I showed them the message the sent me and it's still pending on my capitec bank, their customer service is uselss and pathetic. I've sent them screen shot and explain I'm querying online purchases done with my debit card but their response is about an eft payment. I don't know if they consultant is stupid or playing plain dumb, I explained that I'm referring to a POS and attached the screenshot but the tells me about an EFT. My biggest mistake was not closing this account from the first bad encounter I had with them, but I thought giving them second chance. Now they telling me about branch, we are in a middle of a pandemic!!! Capitec is the worst bank ever.