unhappy customer sent from pillar to post

Last year 25 .11.2023 my account was hacked i reported the matter...signed the dispute form and i emailed it to ***** for further investigation...i always make sure i callback for feedback..i spoke to Rethabile and innocent's who told me the matter was sent to visa for more investigation i must wait for approval..on the 6 feb ...i got an sms saying matter has been resolved and i will be refunded in the next 5 working days ...i have been calling since then and i see the 5 business working days is over due .i get to speak to a very rude agent called Tebogo who keeps hanging up the phone and he doesn't want to listen to my queury.. everytime i call i give them the case number they all say i must submit the dispute forms ...meaning i must start again with the same process...am i gonna be refunded or not ...i spend a.lot of money calling and holding on the phone for long..can someone please assist R519.99 is a lot of money