Poor service from Capitec Bank

I registered a dispute with Capitec on the 1st of November regarding 2 unauthorized payments from my account. I sent proof that said contract has been canceled. Approximately a month and a week later I received an email saying my dispute had been closed as they were unable to reach me. I had been hospitalized for a week. They could mail to say they can't reach me, but not to request me to contact them?!!! Upon my insistence they reopened the dispute. More than two weeks have passed and no one can give me any answers except to say "we will escalate your matter" or "capitec may need to wait for a response from the other party". As I said, I sent proof of cancelation, why do they even need to wait for the orher party!! This is shocking to say the least. Then I phone to establish the current status, only to be told that they are still working from home and can't put me through to anyone! All I want is my money returned. I lodged the dispute literally minutes after the deduction went off. Oh and then I get told the disputes department don't have phones so I can't contact them directly!