Capitec poor service

We have a client that we refunded on 9 February 2023 on the Capitec card machine. The client complaint on 9 March 2023 that he did not receive his refund yet. I phoned Capitec, reported the case and got a case number. They escalate it to the correct division. Today, 16 March 2023, I phoned Capitec again and they don't have an answer as yet. They going to escalate the case again. How can it take more than a month for Capitec to refund a client his money. The same card was use to pay and to refund.