horrible service at complaints department

good day, i would like to complain if possible get assistance on a horrible service (-5) i received at capitec bank complaints division by Lucricia Jafta. who i thought was assisting me resolve an issue of a false promise made by Capitec eft division to assist me in getting a refund from edreams for a fee of R150 on the 27th January 2020 at around 21h00, only to find that she was looking for a way to discourage me from making a claim( apologies if its a wrong term). i have been calling the bank for assistance but it seems since its not their money as individuals its a non issue