Bad disc renewal service

Paid for the disc using Capitec app but didn't received my disc and the money is paid. Now I have nowhere to complain and post office can't print out my car disc because it was paid via Capitec online. All the traffic fines are paid. Why take the money for the service that is not provided. Why not decline and let me know that the disc won't print out and not continue with the service instead of making things worse. Now I'm stuck with the document that has no disc and can't be assisted anywhere even at the Capitec branch. I am so disappointed and feel very bad why did I opt for paying using Capitec app and know I am in a lot of stress. With no solution,