Capitec bank is useless when it comes to serious matters

I ordered hair online and they gave me what I did not order. I app**** for a chargeback at Capitec on the 11th October and they told me the card will call me within 7-14 working days and i haven't even receive a text or call from anyone. When i called the consultant told me i have to call in order for me to get feedback. When I call they tell me the matter has been escalated and that 15 days has passed and I've been calling countless times. Capitec does give a damn about its clients because other banks dont even take this long to assist with a chargeback and I am going to report them