Refund on my money

I called Capitec Bank to log a query about 2 transactions that went off my account from a so called merchant the call centre lady mentioned. When i swiped I was told that they were offline and the transaction did not go through. I then noticed as soon as i got home that a transaction of R2686.50 and an amount of R200.00 went off my account on that day. I went back to the merchant and they said as the transaction never went through on their side my bank would then automatically reverse the transaction as they were offline. My bank who is supposed to protect my money however tells me that they cannot give me a turn around time for an investigation and they will await a response from the merchant for me to get my money.

This is close to R3000.00 that i have lost and my bacnk cannot account for it. Capitec Bank needs to account for their customers and now take charge. How do we trust this bank if they depend on 3rd parties to resolve such queries and their own customers need to wait until when ever with no turn around time given.

All i ask for is my money and Capitec Bank to assist me in getting my money back thats all.