Card Disputes Department does not do their job!

I rented a car with Bidvest Car Rental. The vehicle was returned on 01/02/2021 yet Capitec has still not released my holding deposit. Bidvest followed the correct process of sending the letter for the funds to be released but when I went to the Capitec Branch on 12/02/2021 they told me that the letter had not been processed and they will begin the process and it will take 7-14 working days.

It is a couple of thousand rands that they are holding and only want to start the process because I called and followed up. If I did not call, they would have not started the process at all. It is 10 working days since the vehicle was returned and Bidvest Car Rental sent the letter for the funds to be released. I do not understand -why another 7-14 working days are needed to process the request when everyone I have spoke to at Capitec can acknowledge receipt of the letter and can see that the funds just need to be released. What investigation is there that needs to happen?