Capitec nearly closed now we hope they do and fast

Good day On the 26 of Jan i paid an online gambling site, via the app in the amount of R200. A few days later no monies was reflecting and decided to visit the bank.i went to Germiston branch central Germiston. I told them my story and they then phoned head office there i was given the option either i pay for them to trace the money and it can be done within a few days or i take the option of them tracing the money and to have tracked the money within seven days. I took the latter. My ref nr ********** 9. After seven days i returned to the bank and was told im lying i was never told about the two options nor that the second option takes 7 days. That however angered me where i asked for the recordings of that day ref nr ********** 7. Capitec policy states that they will acknowledge my claim with ref nr. Contact me within 24 hrs to provide feedback never happend, try to tesplve the matter and keepme informed never happend. Escalate my complaint to my satisfaction never happend step two of your feedback help us serve you better did not happen and is only for publicity purposes. This however wasnt my first bad experience with that branch in December i wanted to close my acc and was told my id document was damaged and i needed to get a new one. I went to edenvale Checkers mall and was assisted by closing my old acc and opening a new account with exactly the same id. How is this possible that two people have different views about my id. So now i have 2 ref numbers but no knoledge about where my money went to.

Now today is the 20 th still no word about my query. Can it really be that difficult to sort out a problem from the 2 nd of February. Pls dont apoligize not interested.