***** CLAIM NO ASSISTANCE

so, as a member of Capitec Bank, I reported ***** on my account due to **** at the beginning of August. I made a phone call to the bank and was advised what to do which I followed as per their instructions. I then asked how communication would be received and was told I would get a phone call and if I missed it a sms or email would be sent out. I was told that it can take anything from 14-21 days I then followed up after 3weeks when it reached 21 days and was told oh no it's business days. After numerous follow-ups I was then told that it's anything from 14-30 business days due to it involving an external bank so takes a bit longer which I understand. With this being said I have not received any communication advising of the process of my ***** claim or stating that it's taking longer than expected nothing like that. after I called in September again i was told now that a sms was sent to me on the 7th and a call only to find out by the agent that the person who sent the sms to me had a digit wrong that is why i never got any communication so there already the **** up started. then i called in the week, then the following week then today i thought il call again only to be told oh mam the incident is close communication was sent once again nothing was received. I then ask the agent how is it close what was the outcome I was told its close but no note from the case handler . So apparently the incident with the external bank is close as they can only have it open on your profile for a certain amount of days but if the bank comes back with feedback it will open again. So my questions is if i dont follow up as a concern customer looking to get help they not going to help me. since September whenever i call in asking for feedback, they say they are waiting on an external bank when i ask they tell me they will send a follow up why do it when i call in which means nothing is being done about it no follow up asking for assistance for an urgent matter. Joke of all is i bought airtime so that i can buy bundles for an hour for my calls. i then called capitec this morning asking how the process can go faster how to we get the external bank to give feedback. I was told to speak to complaints. I then call only to speak to 6 different people if not more who transfer me from pillar to post and i end up in the same department every time. was given a direct number to call complaints only to get through to the same department again. JOKES.... then spoke to the 10th person if not more. This person told me they cant call only receive incoming calls back knowing I've wasted all my airtime to get this resolved after asking for a manager he tells me oh i can fill in a complaint form while doing it guess what my phone went off as i used all my airtime on *********** people and I'm still not helped. So my next step is to do what? just take the matter further since no one bothering to call back and take ownership. Useless think i will just have to take this to the financial ombudsman if i have to