Bad customer service

Good day, I'm writing this to express my disappointment on the service I've experienced at Capitec Bank "Soshanguve Crossing". I referred my query to the branch in May regarding the the transaction which was supposed to come into my account on the 4th May 2022. There were two transactions that where processed simultaneously by an international merchant amounted to $3.50 and $13.50. The first amount did reflect to my account $3.50 and the other amount didn't reflect $13.50. I escalated my query to the bank, but unfortunately the bank can't assist. I've been taken from pillar to post trying to pursue the bank to allocate my money, as the merchant gave me a proof that they've successfully deposited the amount to my bank and also provided the proof of payment. I spoke to couple of consultants and also including the branch manager by the name of Emmarencia, but unfortunately the the manager can't assist as well. After numerous attempts to get the query resolved by providing written correspondence from the merchant to prove that the transaction where processed successfully. The bank can't assist me, instead they require me to pay an amount of R80.00 in order to further investigate the the transaction which I'm not satisfied because it's not my fault that the was a system error from the bank, I tried to ask for a formal correspondence through a letter or email, but the bank is unwilling to provide the correspondence. The case reference number from the bank is #***0