Disgusting Service

My husband has an account at Capitec. On the 2nd February we purchased airline tickets via Travelstart. Upon collecting the tickets at the airport an hour before our flight was due to depart he was informed that the tickets were not paid for and had to repurchase new tickets. We took the issue up with Travelstart and we were informed that Capitec had voided the payment. We went into Capitec branch at Stoneridge Greenstone and they said it would take up too 7-10 working days to get our money back. After the 12 day wait we went back to the branch and were informed that there’s nothing they can do and logged another call regarding our refund. Another 7-10 day wait! After another 7 day wait we then went to Greenstone branch with both reference numbers from the previous requests. Still nothing further has transpired. We have been informed that apparently there’s a backlog on refunding our money and all enquiries at Capitec head office in Cape Town. They (Capitec) apparently cannot answer as to when our money will be given back to us!! As a bank this is completely unacceptable and there is no feedback and anyone contacting us regarding this issue. It seems as if Capitec is de*****ing their clients and withholding clients funds that is the clients hard earned money. This bank seems to not give a **** whether their clients are struggling and there is no real assistance. It may be that this bank has longer hours and great service fees but at a cost to their clients? They just pass the buck!! And don’t refund clients money when they mess up? Or is this the way they “de*****” the customers by withholding their funds??? It’s totally unacceptable and will definitely change banks once this issue has been resolved!! *** 3/2/2020 *** 17/2/2020 *** 26/2/2020. Any feedback will be appreciated!!!