NO PROTECTION - NO SERVICE

I am royally upset with Capitec's service! I got involved in online trading and deposited money in their account in Oct 2019. From day one I was struggling to get the account active, so in December 2019 I told them to refund my deposit since they are not delivering what they promised. The merchant contacted me in March 2020 to do the refund. The merchant called and confirmed I wanted the refund, then went on to explain I have confirm the card details and authorize the refund on the push notification - which showed as a withdrawal and not a deposit. This all happened while I was on the phone with the merchant, so I immediately queried this with the merchant for I WAS NOT INTERESTED TO DEPOSIT MONEY, JUST GET MY REFUND. The merchant explained this transaction will be on hold on the account and is only there to lock the exchange rate on that day. Still not comfortable with the explanation, I contacted Capitec Customer Care and explained what happened. They confirmed the transaction did not process and is on hold - the money is still in my account. She also said that should the transaction go off I should immediately go to the branch, cancel my card and put a stop payment on the transaction. The following morning I noticed 2 transactions for the merchant on the account of which one was on hold and the other processed. I went to the branch and spoke to Jacob @ Noordepark Branch. I explained what happened and I needed to have my card stopped and both transactions (one on hold and one processed) stopped as well and refunded to my account. I furnished him with the correspondance between me and the merchant which clearly states the transaction is for a refund and not a deposit. He escalated my stop payment and replaced the card. I shared my concerns with him that this whole thing - to me - was a ****. A week later, I phoned customer care to have feedback on the situation. Only to be told both transactions had been processed and it looks like the ref number I queried, closed. Customer Care managed to track my problem and confirmed a new ref. was being investigated but only for the transaction that was processed in the first place and nothing about the transaction that has been on hold. Again I immediately upon learning this information visited the same branch, now I wanted answers as to why the on hold transaction was processed after I explicitly requested BOTH transactions to be stopped. Surely, being in the industry and knowing the rules and regulations my bank should protect me when notified of ***** against me. Why then do I pay service fees if they cant even do that?? Being frustrated and not getting any usefull information from Jacob as to why the transaction was allowed to process, the branch manager (Ida) got involved. She promised to escalate it to her direct superiors to 'see' what they can do and promised feedback. It's been 3 days AGAIN and no feedback, no refund, no nothing......Now my question is this: Why.....when I notified my bank of ********** activity did they not protect me, nor gave me correct advise? Other banks stop and refund such transactions within 48 hours, or at least give feedback on what and why its happening! The bank's response to the situation seems to me as if they are condoning such ********** behaviour and leave me with little choice as to bring it to the attention of the law.