Credit card balance disappeared with no trace

I’ve been receiving the worst service ever from Capitec in relation to a credit card incident. I took out a credit card worth R25000 with Capitec, used R4900 and woke up with a balance of zero the next day with no previous record. Called and told the money disappeared but they don’t know where to. I’ve been following up and I keep being pushed from one person to another. So far it’s been over a month and I’m told my case was resolved yet I wasn’t given any feedback. Each time I want to speak to a manager I’m told they will call me back but no one does. At this point I wouldn’t advice anyone to use Capitec bank. Their customer service is the worst.