Incompetency of Capitec Bank Forensic Department

I was ****med by 1 Miss Mashegoane using a capitec account number. She advertised some sneakers which I have been looking for quite some time. After receiving my payment she went quite and started ignoring my calls. After realizing that I'm being ****med I contacted capitec bank customer service, where they advised me to write an affidavit then send it to their forensic department, of which I did. I then got a call from a lady by the name of Nonqubeko from capitec bank forensic department, where she said the ******* said she has given me my goods. Then Nonqubeko said I should try to speak with the ******* to show that she has not given me the goods then forward them ( capitec forensics) our conversation, of which I did. I then visited Capitec Branch in corner Landros mare and Thabo Mbeki street in Polokwane where they called their forensic department. They were told that my matter is has been escalated to their refund department to reverse my secured money , which will take between 3 to 14 working days. I was suprised on Friday the 3rd July 2020 when I received an email from capitec forensics saying they cannot proceed any further with the refund process because the ******* cannot consent on the reversal of my payment. They are now saying I should provide them with a court order stating that Capitec should reverse the payment. Please help me in this regard to get my hard-earned money back