Poor customer service

On the 3rd 9f December I went into Capitec bank as money was paid to an old account of mine. The lady did the refund told me it will reflect 7-14 days. 8 went into to the about 4 times after to be told to use the what's number. My query still hasnt been worked on. How long do I still have to wait on my own money. It's not as if it was sent to someone else or that the money reflected into that account. I asked numerous time for a manager to call as the status of my incident number has not moved. Last time when I went into the bank the lady called to that department only to be told I just have to wait as they have a back log. How long does it take for there back log to get up to date l.