Money not received, and unprofessionally from workers

It’s been a week since our money has not been reversed yet as 2 payments was made and the transaction that was declined which was the first payment on their side it showed the money will be reversed, everytime something different is being said , we were told by one of the employees that we should contact the bank itself as the problem is not lying by PRIMI itself it’s lying within the bank and the money could be floating on the bank side. We then contacted the bank and the they stated that the transaction has not being processed and all we need from PRIMI is an authorisation letter from them to show the bank so that the bank can release the money into our account and that it does not reversed to the restaurant bank account.

This is so unprofessional that everytime we are being transferred to a manager and nothing is being resolved, they even asked for my boyfriend banking account details so that they will even transfer the money in his account but when we called for feedback on that the employee told us that their manger is on lunch he didn’t get a chance to go to capitec to put the money in.

We then spoke to the general manager at waterfront branch but all we got was attitude from him stating we don’t need to contact the bank that we dont need to speak to anyone at the bank as PRIMI does not have our money and that Primi did not take out money after they told us we need to contact the bank.

After being told the money will reflect within 30mins and we waited a week but still from feedback , no issue resolved.

If someone from high authority can please contact me via my email or contact number - *** I would highly appreciate it. I do not want to speak to a manager or general manager but someone of higher authority.