Disgusting service

After my last review Caitec rep**** that I would hear from a designated official. That was on the 25th April and still nothing. I did get an email from the person I have been dealing with since the 12th April from Capitec's complaint department. The email: "I refer to your complaint raised thank you for providing us with the opportunity to look into the matter". I then got a phone call from the same person on the 27th April ( they are supposed to be closed on a public holiday) telling me again my case is closed, Capitec is not insured for ***** and I will not be refunded. All I can do is go to the ombudsman. I asked her to give me this information in writing, also emailing it four times - still noting!. I sincerely hope this person is not the designated official. I have had nothing but frustration from Capitec's complaint department. From the 5th April till 23 April nothing was done for me. On the 5th of April I was told (by the same person) it would take 5 days to investigate and as all calls are recorded and my call to Capitec reporting the ***** could be traced. Bearing in mind that it is now already more than a month after the incident which occurred on the 2nd March. The most disgusting customer service!!!