No feedback to resolve problem with funds refund

During the beginning of December I made a payment to banking details that was wrong. The account number given to me was FNB's branch code. The funds was never returned into my account. I contacted Capitec, and after almost 30 min was told they will revert back within 7 working days and given a reference number. On 18 January 2016 (almost a month later) I emailed them again. I received an apology and was told they are investigating the matter. I have now been sending emails 1 - 2 times a week, trying to get a response. Lizette Manes from Client Care Admin are just not giving me any feedback or any answers. I find this unacceptable. How on earth can this take so long? <br> <br> I want my money back and I want answers. Simple as that.