Poor service from the ***** department

I was mislead by a company and I paid them R3900. I then reported the matter to capitec on the 1st of September 2023 to have the monies reversed. I had to keep on chasing for feedback and they told the matter was under investigation. Come November Capitec tells me the matter was referred to the wrong department. I had to start over and the consultant in the ***** department told me she would fast track the matter since the error was made by capitec, I sent the affidavit and I have not heard from the department since, very dissapointing considering I was told they would fast track the matter due to delays caused by capitec #***