Worst Bank Ever

The 12th July, I purchased a game for my son on Xbox Microsoft Games, the transaction went through and I received the notification my money was taken. We checked online and the game was not purchased on the site. My son then tried to purchase it twice more and it was declined for insufficient funds. We contacted Microsoft and they confirmed the game never checked out and money was not taken. I then called the bank and spoke to a lady. She checked, saw 3 transactions and confirmed the money would be reversed to my account within 24hrs on the fist transaction that took the money. We waited and the money never returned. I then contacted Microsoft again, keeping in mind I AM MAKING INTERNATIONAL CALLS at this stage, they said maybe it was an error on the bank side wait 3 working days. I waited the 3 days still no money, I then contacted the bank again and spoke to Shane, he explained the same thing happened to him and explained the bank is holding onto the money. He says it is now up to me to get Microsoft to confirm the order never went through and get my money back. Firstly I am highly irritated that it is "now up to me" to get the bank to give back my R349. What utter nonsense is this, I then waited an entire week, contacted Microsoft once again and was told we can copy our order history which is on my son's profile to show no games was purchased this month of July. I then called again and was told this is not sufficient. I am now utterly disgusted that I am being pushed from pillar to post to get CAPITEC bank to give my money back which they are reserving for a transaction that never went through. I do not have the goods, I don't have the money and I'm currently dealing with the worst bank ever. If Microsoft doesn't take money within a week why is my money not returned? We are now on the 22nd, still no money returned my money to my account. I will have to take further steps if this is not resolved asap and cancel my banking account.