Suspicious conduct by Forex department

Forex Captiec department is utterly useless. We are unable to get solid proof that an incoming payment was successfully returned. #***. How can you ignore your client?! He wants more proof that these funds were returned. The funds were in Capitecs holding account and he asked you to return it. But where is the actual proof? Capitec this is very upsetting and seems very suspicious. Get back to him asap.