Closing my query without feedback, why??

I am deeply saddened by the turn of events that have transpired with Capitec. A couple of weeks ago I called in and requested a charge back from a company that is refusing me a refund after a dispute. Was informed of the turnaround of the chargeback and was told that it would take a week or so for feedback and that I would be called if more information is needed. I waited and waited, expecting at least a report from Capitec on a resolution. Nothing. I noted this on Facebook and the DM came back to tell me that my incident report is closed. How? Why? Why didn't you tell me anything? I could have called but I didn't have airtime. I would have made peace with the chargeback not pushing through, but the lack of communication thereof has me so disappointed. It's fine, I guess I'll make peace with changing banks as well. Thanks for nothing