Service is lacking

I have be charged twice by third party using capitec the I thought it is simple to reverse it from my bank. I spoke to several people through call center first said she can't the following day I went to the bank it was on the on Tuesday consultant said my money is currently on hold I should wait for another transaction to go through before I can request for reversal, on Thursday they transferred money into my account from my sister's account I immediately phoned and spoke to Dikeledi she said she will reverse the money on Friday after 10;00 I waited for nothing... I now tried to request a call back they said they don't have that option I should wait for branch to open... CAPITEC YOU ARE NO LONGER THE BANK I USED TO RECOMMEND IT TO FRIENDS AND FAMILY PLEASE CALL ME ON ***.