Capitec incompetence

I would like to share an experience that has completely messed up my entire month of September. So Firstly I have been with Capitec Bank for Almost 10 years now and have always been a loyal customer not once have a had an issue that has destroyed my lifestyle like this. On Friday 1st of September I made an online payment to my Wifi Provider Mweb and my money was taken out of my savings account. The very next day the Saturday I woke up to my Wifi not working, first thing I do is to call mweb and ask them guys what's happening I have paid but my Wifi is down.They then advise me that my account is suspended due to non payment and I insist to the consultant that I have paid as the funds has left my account. After spending R100 Airtime,the consultant then advises me that I will recieve a callback from his manager during the course of the day bear in mind I am on my way to work and my wife and kids are at home with no wifi which means no tv no games no entertainment nothing. After 3hours at work my wife informs me the wifi is back on. The wifi stays on for the entire weekend. Monday morning I wake up to no wifi again I continue to call mweb and spend another R100 airtime speaking to different departments and I get told it will be investigated. This continues until Wednesday I woke up with some pain in my back and I make my way to the doctor and get booked off sick for Wednesday and Thursday. The Entire Wednesday and Thursday I am on the phone with mweb and Capitec because according to mweb they have not received the funds and according to Capitec they cannot release the funds. Thursday 7th of September day 4 of No wifi after "paying for the wifi" i speak to a Team Leader at Capitec after spending more than R300 airtime waiting hours on the line with *********** staff,Staff that drop the call on me because I have spoken to Capitec that much I know exactly what the verification process is that I give all my details without being asked. I requested to speak to a manager approximately 10 and it eventually happened on the Thursday. Young Lady very polite and respectful however she then informs me that "My Money" that was deducted out of My Capitec account is now sitting in my UNPROCESSED payments which essentially means it's with the bank but it's not on my account anymore but it was a successful payment to Mweb via Pay fast whom is the 3rd Party Payment Merchant. I am then asked to get an Authorization letter from either Mweb or Pay fast to authorize a payment from my account to the 3rd Party merchant. I call Mweb again and I have even spoke to Pay fast as mweb got tired of speaking to me another R200 airtime later. I eventually speak to Pay fast whom informs me I'm sorry sir we don't have an authorization letter to provide you, at this point I'm about to lose it because I felt like what more do I need to do to get my money back or just to have this sorted. I again call Capitec and whatsapp capitec because I just needed to try all methods with the hope of somebody understanding my situation and helping me. Whatsapp assistance is a joke because they either take forever to respond or they don't respond. I eventually get through to an agent I immediately request for a team leader because I have no faith in the front line agents at this point. I explain my situation to the Team Leader who then advised me to get some sort of letter or email from Pay fast or Mweb to authorize the payment in order for Capitec to refund me my money. I inform the manager that Pay fast doesn't have any formal document and I just get told there is nothing that can be done I can't get my money back unless this 3rd party merchant provides a authorization letter. Ridiculous if I must say so myself. I then get in touch with pay fast I speak to another team leader whom I beg for some sort of letter,the young lady drafts an email with the transaction details etc. I immediately whatsapp capitec because I don't want to spend anymore money on airtime I have already spent almost R1000. No luck with Capitec whatsapp I call and the Team leader tells me I'm sorry sir we need a Pdf format as according to them it can't be edited. I tell the lady on the line EVERYTHING can be edited and now I'm at a point where I cannot even get upset anymore.im exausted and mentally drained not even a double shift at my technical support job gave me this amount of mental frustration. I'm on the call for almost 2hours and I decided to do something different I book an Uber and make my way to my nearest branch and upon arrival I request to speak to the branch manager. I start explaining my situation and im providing all the evidence and details I accumulated during the entire week. She really tried to assist me but while I was in the branch on Thursday evening an agent from Capitec Call Centre calls me and informs me my issue needs to be escalated to the card disputes department. Also what I have been told is that when a transaction is not processed in 3days it gets refunded back to the savings account which in this case has not which is abit worrying as a loyal customer. Anyway I get informed this processed will take 5-10 business days. I then decide to pay mweb again because I need wifi I can't let entire family suffer due to the incompetence of Capitec staff. So now I am out of pocket R1000 Airtime R1700 (2 payments to mweb) and R500 data which I needed to buy to survive without wifi. Today the 15th of September I get a text and a missed call from capitec saying I need to contact them urgently. I call them and guess what the person that is dealing with this is not available and will be in contact with me. Come on guys i literally cannot buy bread or milk for my family because of this but you expect me to wait any longer. I hope hello Peter comes to my rescue because this is not fair towards a very loyal client