Unhelpful Bank

On the 16th of December 2020 incident ***7 I booked a flight using my capitec card on and recalled the payment after realising from booking agent reviews that flights can not be amended due to covid 19 complications.A capitec consultant advised within 45 days l may be assisted.On return from my trip l went to the branch and contacted the call centre having received emails that Capitec is trying to contact me.More than 45 days later i contacted capitec spoke to Gugu she says my payment may not be recalled because that is what the booking agent says even though i never received services.How is my bank useful to me if they can not assist me within requirements which l fulfilled?