Capitec has the worst service ever

So, I reported an incident in October, by which I was ****med into paying money to an unknown person whom uses Capitec as well. Today I receive an sms after logging the incident stating that my request has been successfully completed. When I query it on whatsapp, the agent is evasive and says she is re-escalating the matter. I then proceeded to call Capitec to follow up on the phone but was told my request has been closed up until the external bank, Obex responds to them. I have never heard such ******* in my life, I have been with this bank since 2017. I want my money back that was ****med out of me which was paid to a Capitec Client- where does an external bank come in!!!!