TymeBank failing to action dispute cancellation – ongoing delays and no feedback

I am extremely disappointed with TymeBank’s handling of a card dispute matter.

On 23 January, I contacted TymeBank via email and phone to request that an existing card dispute be cancelled, as the merchant (Pippit/CapCut) advised that they cannot process a refund while a bank dispute is active.

TymeBank agents repeatedly assured me that:

The dispute would be cancelled

The request had been escalated to the relevant department

However, as of 29 January, the dispute is still active, and I have received no confirmation, no update, and no response from the responsible department.

This delay is directly preventing me from receiving a refund of R2,009.99, which is a significant amount, especially during the back-to-school period.

What is most concerning is:

Multiple follow-ups with no outcome

No accountability from the disputes department

No clear turnaround time communicated. They initially said I'd receive feedback on the 26th of January when I lodged the dispute on the 16th. After sending the email that then changed to the 26th Feb. I explained to them that I need to have this cancelled as I will have a quicker resolution with the merchant in question. That has just been falling on deaf ears.

I am requesting:

Immediate confirmation that the dispute has been cancelled

Written feedback on why this has taken so long

Improved communication and accountability going forward

This level of service is unacceptable, and I expected far better responsiveness from TymeBank.