Tiring

I just woke up to an inapp notification “Your complaint ***NF is now closed. For any concerns, call ***. Thank you for your patience.” How is my complaint closed when I had clearly asked my business manager to investigate the matter further because all the explanations I’m being given still do not prove where my R1262 + R1099 Checkers refund vanished to. The refund does appear on the transaction history but my account was never credited, it seems as my transactions were only adjusted but the money was not credited to my available balance. Then regarding the R1262 it disappeared from my account with no trace, no incontact app notification on where the money went, woke up to an available balance of R121 still don’t know why and how.