Utterly disappointed

Last year November 2019 I had a transaction go through on my masterpass app, which I then reported with the Capitec Branch in Benmore. This transaction was not done by me as I explained to the bank and one of their consultants went on to call the help line they use and they told me they had to investigate and get back to me and this would take 14 days and that they suggested I get a new card (which the bank manager stated would waiver the charges for the new card). It has now been more three months and still I have not received my money back. I have since gone back to the same branch and I keep on getting told that someone will call me to tell me what's happening but still no call or update. All I want is my money instead of being given the run around by this bank.