unauthorised debit orders

Totally devastated with Capitec , my account was debited R5000 on the 31st of July , I visited the branch to dispute the debit order it was successful but money was not reversed back to my account . Called numerous times , was given a reference number but each time I call they tell me my ticket was closed by the branch I disputed from . Till this day they keep on saying they will get back to me I have not gotten feedback. Please can I get clarity on where the money went to