Poor service

I have a problem with capitec bank, when I go on the app to reverse an amount that was not authorized it came back with verification not authorized something like that. When I go to the bank they say they cannot reverse the amount because it has a bebit check on it, which I find it very odd since it was not the first time going to the bank to go and reverse. Till today 3 weeks later the app is still not working. I even called their customer service number and they said they will come back to me to fix the app. I'm still waiting.