Un Authorised Payment Deduction

Capitec bank has became untrusted Bank to me I have been banking with them for a longtime and they have failed to protect me as their client as they allowed a Merchant to deduct money from my account on the 24th December 2021 and I went immediately to their branch at Clearwater to enquire and they logged a case for investigation which took long due to their backlog and i have been patient then in January their respond was they cant refund me my money they referred me back to a Merchant which is Microsoft and the person allocated to my case was Kim Walters and this employee kept saying that they cant reverse my money back and after I have spoken to the Merchant they also said they couldn't refund me as my Bank too more than 30 days to refund my money as I disputed their transaction and never gave them permission to deduct money and the merchant agreed on record over the phone that they were not allowed to deduct funds from my account and then they referred back the matter to my bank again to reverse the transaction and now after the second case logged their resolution on phone still said they will not reverse the transaction and they couldn't provide me with the letter to take the matter further with the Ombudsman. All I want is to get paid and close my account after month end s my money is not safe with the bank and I will take this matter further and even to the highest authority.