Refusing to refund me

I laid an inquiry on Ref ***NF 21/04/20201and was told they will investigate and try to get proof from merchandiser as I explain I didn’t do any transaction on the 27 March at that store they told me they will investigate and show me the result suddenly getting an sms like this 1/2 FNB :-) Ref No *** Your disputed transaction was originally reserved on the 27/03/2021 but the merchant only banked the transaction on the 2/2 16/04/2021, therefore the transaction was only debited once. while this was explained to me and I said I didn’t purchase anything at that store on that day. They didn’t provide any thing from their investigation accept the stuff i was told by consultant which means they never investigated. Can this be resolved its been too long now. I want my money back