Charge Dispute Refund

On the 2nd of December 2020, I purchased Vodacom data for R399 but I ended up not receiving the data AND the money was deducted from my Capitec account. I first consulted with Vodacom and after launching an investigation on their end, they confirmed that their payment gateway indicated they never received the money and that I should contact my bank to request a refund. This was sent in an email which I had forwarded to Capitec as proof, along with a screenshot of the purchase in the Vodacom app and the charge on my bank statement.

I went into a Capitec branch directly where a ticket was filed for me on the 10th of December and I was provided with a case number.

On the 28th of December I emailed client care for an update on the investigation because I hadn't received any update in two weeks. They informed me that the case was only accepted by the card disputes department on the 21st of December and that I should wait 14 business days from that date. I once again didn't receive any update after the stipulated waiting period and I had to go into the branch to find out that there's a backlog.

It has now been more than 2 months of trying to get this issue to be resolved. I think I've been patient enough and would really like for this to be resolved and my money to be refunded.