reversing an unauthorised deduction = HELL

I am so disappointed with a bank that I have learned to trust over the last eight years. I've had a horrible experience with reversing an unauthorised deduction.

I lodged the complaint with the bank on 25 May 2022. Over the last two months I have follow-up several times. Managed to get the email address of the agent who was supposedly investigating my complaint. Emailed them, did not receive a reply. Submitted my evidence to Capitec Bank where I cancelled my subscription to said company and yet, still no reply. Been in several more conversations where my issue was "escalated" What do I need to do to get hold of a competent person who can make a decision and reverse my funds back into my bank account!!!!!