Capitec incompetency

Hi I'm writing this message out of disappointment concerning the experience I've received from Capitec, I recently opened a ***** case with Capitec against an FNB account I've sent money into, in which I recently decided to close the Case since we have come into an agreement with the account holder that my money would be sent back into my account right after his account have been unblocked/ unfrozen. Then i submitted all the required documents the affidavit to the nearest branch as requested but till today the case is still opened i went there again for feedback but still i received no help so I made several calls but I was sent from urgent to urgent without any help. The last Capitec argent at the branch requested me to visit the nearest FNB branch in which I called them on the line but I was told Capitec is responsible to make sure the case is closed since it was opened on their side. Right now I'm defeated i have waisted to much air time and taxi money trying to get this case closed without a success. Honestly speaking this is not the first Case that it took this platform to be resolved I'm definitely tired of Capitec incompetency now.