Capitec Chargeback - Zero response or actions

On 03/03/2020 at 21:50 at night when quietly relaxing at home, a SMS came through for a ********** transaction on my account. No 2-step verification (which is setup on my account), no security at all. I called the Customer Service 2 minutes after this happened to inquire about the transaction and instantly cancelled my account as they could not trace it, then logged a Chargeback. Further adding to the frustration was the fact that the Customer Service agent kept making me feel like I was the one in the wrong as he kept stating that if I did the transaction I would be charged, seriously every minute. So after going in to the bank to get a new card, which I had to pay for, talking to the agent there, he mentioned that it should not take too long to get my chargeback as he could see it looked like a ********** activity.

That was 35 days back. To date, I have not had a single call, email or sms to give me any update on the chargeback. I have had to call the Customer Service every time to ask what the hell is going on, only getting the generic response of "it has been assigned and they will contact you" every time. This is UNACCEPTABLE.

I am not a rich man, I live month to month like most people, and when an amount of over R3000 is not available due to *****, or a gap in your system to not fire the 2-step verification, I struggle to make ends meet the month.

So hear my plea, Please give me an update of what is going on with this Chargeback query, let me know how long it will take, ffs, anything to at least give me some peace of mind that you are actually working on this.