Capitec dispute - Bad service delivery!

I logged a dispute on the 21st of December for an unauthorised payment that went off my bank account. I was told that it would be solved within 8 working days. I constantly followed up and everytime I was told that the dispute was logged with the card dispute division until Monday when I was told that they have a back log but will come back to me as soon as possible. Today I insisted to speak directly to the dispute department dealing with it and was told the same again...they have a back log and will come back to me as soon as possible and that I will be contacted today with feedback as they will put an urgency on my dispute. First of all, it is not my fault that they are behind with their work and second of all, I have still not received any feedback from Capitec today and it is already 15:18!