Double charge

I laid a complain with Capitec two week back regarding my account being charged twice and I was told to wait 7-14 days I will be contacted by one their department dealing with dispute. Till today no one gave me an update, I had to make a call myself to find out what’s really happening and the worst part now I’m being told differentt stories by their consultants. One the consultant I spoke to last week assured me I will get my money back and today I’m being told it’s not guaranteed I will get refunded back my money. This is so disappointing on so many levels and if that’s how Capitec do their business then clear I have to change my banking