Lost monies through **** and Capitec's incompetence

I had purchased an item online around the middle of January 2024. I realized it might be a **** and contacted Capitec to advise them to cancel the transaction as the monies had not gone out. I was advised by the consultant that I must wait 7 days to see if I receive my product before Capitec can do anything about it and escalate it. I was not advised any further as to what to do. A few days later, more monies automatically went out of my account to the **** account. I called Capitec again and advised them. The person I spoke to advised me that they cannot do anything until 30days has passed, then I must call back to escalate for a refund. I queried about more monies going out, and how to prevent it. I was then advised that I must stop my card. I accordingly did so. Why did the first guy not advise me accordingly , and why did the first guy not put a stop to the transaction?

I then go today to the Capitec at the Ballito Junction Branch to escalate the issue as 30 days has passed. The servicer received was absolutely horrible, leaving aside the fact that they were not busy. I think there was only two customers in the store. The teller at teller 6 just had no interest to help and tried to find every excuse not to assist. I advised her what had transpired and what her colleagues advised me to do. So, 30 days has passed and I want to escalate the issue, as advised. She queried if any of the 2 above colleagues cancelled the subscription? I advised her, not that I know off, but that's what I called for and was advised to wait so many days to see If I get my products, then they will escalate. She then advises me that because I cancelled my card, I cannot escalate the matter and she cannot assist me further. I then queried that so nothing can be done, and she confirmed. I queried that I was told that after 30days if I don't receive my products, they will escalate the matter to ***** department, and does she not assist with that. This was asked rhetorically, then she advised that she can assist. When I realized that she did not want to do anything to help, I told her not to worry about escalating the matter to the ***** department, then her tunes changed and she became very willing to assist and insisted on escalating the matter to the ***** department. By this time, I reached the conclusion that Capitec bank is a waste of time and that their stuff is pathetic and ***********, and I just walked out the store. Don't bank with Capitec. Clearly you don't receive the service that you supposed to be received with a bank, and as in my situation, I lost more monies than I initially supposed to, due to their stuff's incompetence.