Unauthorised transaction

There was an unauthorised transaction that went off my account on the 12th of January and I called capitec to stop my card and reverse the transaction, days went by without a word from capitec and eventually some lady by the name of Andiswa calls me and tells me a whole lot of ****. She told me that if the time between the transaction going off and the call I made to their call centre is 2 min or more then they won't reimburse me (like clients should have capitec's number on speed dial and always have airtime)!!! Andiswa then requested that I send a screen shot of the call I made to stop my card (which I provided) then even more days went by without a response, I then called Andiswa and spoke to a lady by the name of Nolu who advised me that notes put on the system by Andiswa are that the number I called is not a capitec number (which is bull because I called that number again and it took me to the capitec customer care centre). I sent Andiswa another email advising her of this and still no reply for a good 2 weeks or so, I then took it upon myself to go to the capitec branch in Newtown Junction, I called the number while I was with the branch consultant and it again took me through to the capitec customer care centre, then guy advised me that he sent an email to Andiswa advising her that the number provided is in fact a capitec number and that he would ask her to contact me. This was on the 3rd of March and I'm yet to receive some sort of contact form capitec!!!! This service is appalling and completely unacceptable!!!!!!!!! I want somebody to contact me and sort this out!!!!!