Unsatisfied service

I am really not happy. I don't understand how capitec can be so negligent with people's money. 24 Nov 2021 money was debited out of my account by a company in Amsterdam, without me authorizing it. I called the customer care they said they'll escalate the situation and I'll be refunded with 14-21 days. They called me, in which I missed their call, but I did call back but I was told that my case has been closed. I want my money back and what they do is for them to give one call, small and email, then close the case like we not busy during the day. I called back and they re-logged the case but I have not received any call back. I tried calling and they transferred me to the relevant department but got cut off. I would like to know when are they refunding my money back, of which it's their fault, cause I never authorized the transaction. They are not dealing with the situation. I'm very upset