Bad Service

I purchased online at shein for R3345 and Shein didn’t receive the money so my status for the order was “Unpaid”. I called capitec to explain what’s going on because the money did go out, so they reversed the money to my account and I purchased again properly only to find out I now have a credit balance of 3345 on my account, I only realised that when my sister sent me R700 but my balance remained 00. I called for assistance they said I should request for an authorisation letter from shein but shein says they can’t give me an authorisation letter for funds they didn’t receive. I asked my bank if there’s no other solution they said another solution is to open another Acc for R70 and then they’ll investigate with their dispute team if it’s not successful I’ll have to pay R80 and it’s not guaranteed that it’ll be successful. Till today I haven’t gotten my money Back.