Inefficient dispute resolution process by Jet Stellenbosch

I am extremely disappointed by the way the dispute process has been handled by Jet Stellenbosch. I made a payment on the 27th of July 2018 and i never used the card until the 16 August when i wanted to settle my account. I did go to Jet Somerset west and got a card replacement. When i got home i checked my monthly statement and realised that there was an unauthorised purchase that went through the day that i payed my account on the 27th of July.

I called the call centre where they advised me to file a report with the police and complete a dispute form in-store. This i did the following day. I was told by the staff in-store that i will be contacted from the ***** department. A week passed and nothing. I called the shop and they told me they will investigate internally and let me know the following week Tuesday. The day came and passed but there was no communication and i had to call again only to be told they have decided to send the request to ***** dept. Another week passed and i went to the shop and was shocked when the lady called the ***** dept and said they said they never received my documents. I found this to be largely *********** and i asked for proof that they sent the dispute to the ***** dept. They promised they will email the details by the end of the day and as usual nothing happened.

When i enquired in-store when did the purchase go through, they said 4 mins after i paid. I really thought this should be easy to resolve as this was in the same shop and they should have checked the footage on what happened. I feel as if i am not going anyway with this and for a group like Edcon, surely there should be more efficient ways of resolving disputes.

It is already 15 working days since i filled a dispute and to be told they will resend it again and i wait for another 15 days doesn't make sense to me. It was not my fault the documents were received. I provided what was needed.

Can someone please help resolve this issue because i need my money refunded.