Capitec Bank money back issue

On 13 Sep I bought R69 data through Capitec Bank from Mtn. When the money was taken off my acc but the data never loaded I phoned Capitec customer care. I was given a ref no ***1 & was told they would look into the matter & come back to me. Nobody ever phoned back. After calling them nearly every day, I was eventually told that Mtn confirmed the data was never loaded & that Capitec would refund my R69. To date, and after more phone calls & emails, I still have not received my money. This is not acceptable as the money belongs to me. The service regarding this has been shocking to say the least. Give me what is mine