Still waiting for a response - 2 months later

I used my Capitec card whilst in Rome on the 28/08/2019 - on my return I found that a payment to Pisa Centrale was duplicated for R297.47 - I called on the Cresta Branch on the 14/09 and Taylor, the very helpful lady called head office or the department that deals with such and was advised that they will investigate and advise. Today is the 07/11 and I have heard nothing. The reference no. furnished was ***2 and I was supposed to receive a response within 14 days.