Capitec, Poor Customer service

I have logged a query/ complaint regarding an unauthorized debit by capitec from my acc on the 24 dec 2025.. I called immediately on the day and was promised by one of the managers that my money will be returned on the same day. that did not happen!! I then called again on the 31st and spoke to about 15 different consultants who kept dropping the line because they did not know what to do. I have since then requested again my money to be returned, to get process of moving the policy to another bank as i am planning to cancel the capitec acc, also i requested transcripts of all the calls to lay a formal complaint, and to date, I am still waiting . the service received from capitec is really poor and concerning considering that this is the bank we trust with our money and all they could say is they can debit whenever they want since I bank with them., the managers lie and pass the buck to junior staff to deal with already escalated queries.