Capitec support is sub par

i took a loan with Capitec last yer and never had any issues until april, i was debited once on the 23rd and again on the 24th.called their collections department and they said it will be reversed in 48 hours, after 4 days still money was not back in my account and was told they transferred it into a capietc account which i do not have access to even after requesting the money to be reversed to my Standard bank account and every time i call i get told the same story of "let me look into it and get back to you" but they never do, 2 weeks later and i still dont have the money in my account and its not an amount that is small.i think the sales team is good first class but the collections team is very unprofessional and not helpful in the least