Capitec Forex Bad Customer Service

I have a refund due to me for a cancellation of a service I paid for with a debit card as part of a Internet Goods Transaction. The refund amount has been paid and received by Capitec on the 6 Dec 2018, but I still dont have the funds in my account, I have been sent form pillar to post instructed to find a reporting reference so that Capitec can release my funds. The original transaction did not have a outgoing reporting reference. Staff take over 20 minitues to answer the phone, and still I dont have the funds, this is 2018 banking pls!!