Lack of customer service

I bought stuff at Built it Stanford road Port Elizabeth road on the 25th August using my capitec card, it was, successfully debited from my bank account. On the 9th September same amount was debited. I call them they said I am the 7th customer with the same problem. They will investigate I must send bankstatement. I did that, Tuesday i recived an email stating that they don't have the money the money is with Capitec, called Capitec they said money was banked on the 9th they cannot reverse it. Went back to them they still stand the money is not with them. I frustrated as the lady said she is not sure what i must do, i must just call capitec. I m stuck, not sure who to cqll anymore but my money is gone.