Urgent Request for Resolution: Pending Overseas Transaction Refund

I attempted to use my Capitec app to make an overseas purchase on Apple Italy on November 14th. However, during the process, the webpage redirected me to a message stating that the sale had been canceled and that I would not be charged. Despite this, when I checked my Capitec app, I noticed that the amount had been deducted and marked as pending.

The next day, Thursday, I visited a Capitec branch Clearwater for assistance. The consultant advised me to wait until Monday, as the pending status would supposedly clear, and my money would be refunded. however during my visit to the Clearwater branch, the consultant proceeded to write down my ID number and personal details in her notebook. I am unsure why this was necessary, as I was there to provide her with specific information. Furthermore, after I explicitly denied her authorization to apply for a credit card on my behalf which was not the purpose of my visit, she continued with this action anyway.

On Tuesday, when the issue remained unresolved, I called Capitec customer service. Unfortunately, the representative I spoke to was unhelpful and insisted that an authorization letter was needed. I then contacted Apple Italy, but they explained that they could not provide such a letter since I had not been charged on their end, as confirmed during the purchase process.

I called Capitec customer service again, and this time, a different representative told me I needed to wait 15 days for the pending status to be resolved. After waiting the 15 days and seeing no change, I called back. A representative informed me that my case would be forwarded to the investigations team. A few days later, I received a call from someone on the investigations team who told me I needed to wait another 15 days. If the pending status still wasn’t cleared after that, I was advised to visit the branch again to request a refund.

Yesterday marked 30 days since the initial transaction, and the amount is still pending. I visited the bank today at horizon village, and the consultant informed me that I would now have to wait an additional 20 days while a dispute is opened.

This situation is highly frustrating and unacceptable. I have exercised patience throughout this process, but I cannot wait another 20 days for a resolution. I would appreciate your immediate assistance in resolving this matter as soon as possible.