Unorganized, Unaccountable and ********

My complain is directed to Capitec, to be specific the ***** department. I have a case opened with the Ombud, simply because a case was closed with no reason or feedback case Nr ***, still waiting feedback now a new case was opened incident Nr *** and there is still no communication Ombud case nr ***. Where or how can I get help what more should I do to get assistance? Will I never get my money back... Will I ever get help?