Incompetence in Foreign Exchange Department

I'm beyond dissatisfied with Capitec. On November 15th 2021 the foreign exchange department called me saying that they received funds but there was an error on my name. They said they will return the money to the sender and share the SWIFT proof. I waited a couple of days and nothing came. I called and another person said they will send the confirmation. Since then I have gone to my branch to call the foreign exchange to get updates. Its the same story and same promise. The proof never comes. The sender is waiting for that proof to send me back the funds. I don't know if this is incompetence. How long should I wait? If the foreign currency department does not know what is going on then who knows? Where is my money dear Capitec? Where is my proof of return of funds? Who must I contact for this to be resolved? If money disappears like this then why would I trust Capitec as my bank?