Bad service ***** dept at discovery bank

Got ****med by a company that I paid via EFT, notified discovery bank via call that the efts I made should be reversed urgently as it is I got ****med. They told me open a case at saps and to send them the docs, I did that and had to keep on calling for feedback, their policy states 72hours, we are now on 2weeks, I can't resist to feel that they now carry some what responsibility toward the money I lost as they are taking two weeks to reverse the efts. After I sent the docs, they requested the docs again, which tells me that it got lost? Pleas help, talking about R16 610 here.