Poor service delivery.

I contacted Tymebank Customer Care on the 30 September and spoke to a consultant to enquire if I can requested for cash payment transaction, done on my account, to be reversed. The standard authentication process was completed and the consultant confirmed that the reversal could be done and that it would take 24 to 48 hours. It was also advised that a dispute would be logged. I thereafter received an email stating that an investigation would be done to determine any ********** activities. but my response was that i have provided all the proof that the transaction was valid. I received an email from card services on the 01 October 2021, that they requested proof of the cash receipt and failure to provide such by no later than the 08 October 2021, will result in them cancelling the dispute. I responded with the required proof on the 04 October 2021 and received no acknowledgement. I followed up on the 05 October 2021, but received no acknowledgement. I need this matter to be resolved with due urgency and the funds to be reversed into my everyday account.