Dissapeared funds and poor service

On the 12th December 2023 I had an inward payment from Australia which wasnt paid to my account. CAPITEC said it was 0aid on the 13th December 2023. It still has not been paid to date. It also has not been paid or sent back to the sender of the funds. I have asked where these funds are now. I received an email saying it will be resolved by the 29th December 2023. I received a phone call on the prior to the 29th of December and I explained the whole story to the consultant, I received another email with a reference number saying I can follow up on WhatsApp, I have done this and it just says in progress. I need answers as to where these funds are. This is not good enough. I have reported it to the ombudsman. Now I sit and wait.