Capitec not refunding client

We are a Capitec Merchant with a Capitec Muira card machine. On the 28th of February we did a refund to a client of R3000 via the card machine. The funds was taken from our Capitec account, yet the client to this day have not received her refund. Today is the 22nd of March. This is impossible and is a bad reflection on our business and the services we provide. Numerous emails has led to nothing. A previous email to Kim Divine-Williams had a reply that the clients money might be in the clients bank's suspense account. The client phoned her bank which confirmed there is no such funds pending. Capitec also said that they will "confirm with the finance department when settlement was made to the external bank". Still waiting for an answer on this as well.