Capitec poor customer service

After being a capitec client for 16years, I am utterly disgusted with how they treat their clients. I had an issue of a double payment from bolt. I requested a refund, and was told the issue is with my bank, I called Capitec only to be told I need to get an authorisation letter from Bolt, who mind you doesn't have an actual person to speak to but a Robot called Alfred, I keep getting the same robotic response. When I tell the consultant at capitec about this. She advises that all she can do is escalate the issue to another department, who will then verify with bolt of my issue and this will take up to 30 days to resolve. And if they cannot resolve the issue. I will then be charged for the escalation. I cannot understand or fathom how this is fair to us as the client. We need to fight for our own money, money that belongs to us. But the bank wants to hold us ransom along with terms and conditions.