Unsatisfied of your service and the way you handle money situations

I am very displeased and unsatisfied with the service i got from capitec at the moment im very angry and im even thinking of switching banks. On the 9th of january i bougght a phone at wi-connect in protea gardens and i realised that it wasnt the phone i wanted but the transaction was already made so i told them to reverse it but it declined so they said i should go to capitec to reverse the money so i did and told them to block wi-connect from ever taking money from my account since i didnt take anything from them and they said they did,and they gave me an incident number. After a few days my account was on a negative balance and i didnt understand why,so i went to capitec to ask them why and they said they will contact me in 14 working days and gave me an incident number so i waited but still nothing happend i went back to capitec yet nothing but another incident number after incident number today i went there to enquire again and they told me that the case was closed and theres nothing they could do i insisted they attend my case ,i asked them how can they allow someone to take money from my account when i clearly told them to block that person and guess what their responce was...they said oh well they took your money anyway,how can i trust a bank that can not even keep my account safe now tell me what i should do because i really need that money and capitec is just giving me incident number after incident number but yet not help. Today they told me to wait for yet another 14 working days i am really tired of this.