***** and capitec won't pay me back

My bank card got *****ed just before Christmas, I called to cancel within 1 minute of receiving the notification that money was ******, I had my card on me still etc so not sure how the ********* managed. However its now been almost 2 weeks and capitec has yet to refund my money. The reason I'm so furious is the exact same thing happened to about 4 other people I know yet they are with other banks and every one of them was refunded immediately. I am beyond furious and I'm considering moving banks as when I called the lady told me she can't even guarantee me I'll get my money back. I wi wreck havoc if this is the case, I assure you. It was ***** and not only did I have my bank card still, all purchases require capitec to send me an otp pin... How did these ********* surpass that? I want my money back ASAP... Why can all other banks do it faster than capitec and then i get told I may not even get it?