Pre Authorized amount (credit card)

I write this with great dissatisfaction on how Capitec bank is handling my case, on the 4th of August 2019, there was a pre authorization amount that was debited from my credit card (R2389.58) at 10:58 , I then stopped my card immediately using the Capitec app and rushed to the Capitec bank mall of Africa, the lady that assisted me then told me that the debit order happened on Friday 2nd of August 2019 which then raised a lot of questions on how did this happened? And only getting an sms about it on a Sunday,, the lady also told me that she escalated my case to the card division and they will call me or send an sms just to acknowledge the receipt of the case. BUT NO ONE CALLED NOR THE SMS WAS RECEIVED ! I then contacted the the customer service via telephone the guy I spoke to told me the same thing that the case was logged and I will receive a call and sms for acknowledgement, I even asked him I I should go and open the case at a police station and he said No, because there’s still no evidence on what happened to the money ,, AGAIN NOTHING HAPPENED, NO SMS OR CALL RECEIVED. I called the customer service again on the 23/08/2019 and spoke to the lady called Ashwiw , just to follow up on the case and to mention that I haven’t received any acknowledgment from Capitec Bank, she then advised me to write to the complaint department about the dissatisfaction on how they handling my case.. and she gave me a wrong email address, so the email bounced back. so I am writing here with hope that I will be assisted and kept on a loop on what’s going on with regards to my case.. because I feel like it’s an inside job and I am not taken serious. Everything about the money that was debited on my account doesn’t make sense and it does not add up. I hope this matter will be resolved ASAP.

Nondumiso