Double Deductions without assistance

Capitec's service has been great in the past (with issues that I have had). I do feel that their exponential growth has negatively affected their service delivery. There has been double deductions on my account for online purchases recently and after emailing client care to report the issue, I merely received an incident number and no further correspondence to date. It has now been more than 7 working days. It is frustrating when money is being deducted from your account twice for the same transaction and you have to wait to get this money back. This throws your budget off completely and it is a big inconvenience. I did go to the bank and they resolved my issue immediately, I am happy that I got my money back but I am dissatisfied in the lengths I had to go through in order to get my money back. I had to take time off work to go to inform them about their own errors and get my money back. In my opinion, Capitec is a good bank and they are in a transition period and especially with the pandemic, every organisation is feeling the strain. I guess that they are just really busy and stretched thin right now but I would have really appreciated communication just to tell me what was going on. Please can you sort out your online transaction processing, this is not the first time I have had this issue and have had to contact you to release my funds. I hope my feedback has been helpful and will assist in improving your service. Thank You.