poor service delivery

Ive transferred money to someone that we didn't reach a agreement regarding a deal so.I've asked capitec to reverse my money back to my account, the billed me for it but they never reversed it they only gave me an incident number, which i madea follow up on they never responded, they said i should give them 7 days they will call me its been 3months now still waiting for their call and respond. I'm tired of going to their branch coming back empty handed. It is really a turn off for a bank not to be reliable.