Really bad service

So I got ****med in December, I called Capitec immediately after noticing that I am being ****med, I was scared and confused but I called Capitec and was advised that the banks are being frozen while trying to secure the funds. A few weeks later a consultant called me to advise that the funds have been transferred to a different bank however they sent a request to the banks to secure the funds...

I called on Monday to request a confimation letter that I have pending incident with them as I need to send to the creditors coz now Im being listed as a bad payer by Capitec and I was sent from pillar to post and was advised that I will get it within 24 hours. I called again Tuesday and today but still nothing.

The agent I spoke to today then told me that "oh sorry mam we could not recover the funds" 4 months later, that is the feedbck I got from the consultant however the matter has not been concluded, I have not received any communication and what ****es me off is that they are listing me and affecting my credit record