Dissatisfied with the lack on service following a reported incident

I’m a regular online shopper, on the 1st of August I made an online purchase with my capitec card. An hour l after my purchase the online store sent a receipt confirming the order. The receipt looked very doggy, I immediately called my bank to cancel the transaction. The lady advised the payment was pending and the transaction has been put on hold pending an investigation. I then requested her to cancel my card Incase further purchases are made.

It’s been 19 days now and I have not heard anything from Capitec, I’ve called thrice to follow up. And am told it’s under inverstigation and someone with contact me for updates.

I don’t understand why nobody has bothered to update me. And honestly it’s not like I called a week or days after to cancel the transaction. The call was made in less than 2 hours of the transaction. I would not have received any couriered goods within 2 hours of an online purchase.

I don’t dispute the timeframe for the process of the refund, I am disappointed with the lack of service and information. I have put my trust in Capitec with my money, the least that can be done is inform and communicate with you clients