No urgency in resolving queries

On the 19th of July 2024, I bought two blue voucher (R197 and R150) via the Capitec app I didn’t get the voucher and the money was refunded. On the 20th notified Capitec and I got an email it will take 3 days to investigate. After 3 days I called and I was given reference number and I was told I will get sms later for update that didn’t happen , I called again the following day I was told the reference number is not showing anything they gave me a new reference number and told me they are still waiting to hear from Blu voucher they will call me back, to date when I call they tell me the same story.