Pathetic Service!!

I am so appalled by the service I have been receiving from Capitec Bank! Last year on the 15th if December I had an unauthorized transaction go off my account for an online purchase with Airbnb I called capitec right there and then and was advised that the money should be back in my account the card department will do an investigation. Till this day the money is not back in my account. I everntually went to the bank and was advised that the incident was closed because they could not get hold of me what nonsense is this??? Why you stopping an investigation of you can’t get hold of me telephonically?? Why not send me an email?? So the gentleman at the branch opens the incident again, I then receive an sms stating that the incident will be closed because they were not able to call me telephonically. I call the call center and they tell me that I have failed the security questions so they can’t help. I just want my money!!! And these people are being ****en useless right now! Im actually done with this bank!!