Bad Service - recommended to OMBUDS

can someone please assist me with a issue i have regarding a online payment. i have payment pending since the 18/07/2024 which was meant for the service provider Netflix. they claim they have not received Funds and therefore disconnected me ever since. i made a manual payment which as i said is still pending. i called the customer service and spoke to Cheryl De Villiers who advized that i provide a Authorization letter to release the Hold on the payment. i unfortunately cannot do so becuase the Service provider does not provide such letters as they are internationally based. i sent an email with all the relevant info provided to me such as billing information and confirmation of the chat and i i have still received no response. i chatted to a Nokulunga on whats app but she replies to me every 10 min or 15 min and for me that is bad service as Capitec advertised that whats app is better that a telephonic phone call which clearly is not. i have been Banking very long with Capitec and things like this make me doubt the Customer service experience. i need a urgent response to my matter as i am still dosconnected and the service provider is deducting R3 for every attempt on my account. PLEASE CAN SOMEONE ASSIST because the 2 people mentioned above is ignoring me. even while i am Typing this the service agent Nokulunga still is not responding to me