Failure to provide feedback

I do not appreciate the way capitec deals with clients issue(s). On the 30th October 2019 they phoned me around 9:09am in connection with the issue I have against them of refusing to refund me. They promised to call me back during the day as they were still busy with their investigation. They said they will call me and give me feedback and I have been waiting til today. I don't know whether this is their traditional way of dealing with matters of such. I am still waiting and I am not happy at all.