CHARGEBACK ISSUES

On the 17th of August i requested for a chargeback only to be told that i have to wait for 15 days so that the continue or follow up.On the 7th September i contacted capitec to follow up only for them to tell me that the relevant department is currently reviewing my incident and they will get back to me as soon as there is feedback. today on the 10 September 2024 i contacted capitec and i am being told that i do not have any active incidents, the feedback says that i am supposed to log another query and the query was not logged. my question is how was i suppose to log another query meanwhile when i contacted you guys on the 7th you said you will send me feedback for which you never did. I am ****ed off and annoyed because of your service. NOW I HAVE TO WAIT FOR ANOTHER PERIOD? THATS CRAZY