Capitec Bank Unprocessed transactions

A duplicate amount was deducted from my account by Apple.com online iTunes, the deduction that was taken on the 16th November 2020 was not processed when I check my bank statement. I called Capitec Help Centre and the consultant told me that Apple.com needs to reverse back the money into my account and that the bank can’t reverse the money as it’s sitting on apple.com machine, they advised me to request Apple.com to provide me with proof that says that they only received one payment in order for the bank to release the unprocessed transaction. Apple advised me that due to security reasons they are unable to assist with proof, but they only received one payment. I don't understand how Apple will pay me/release money that was not processed by the bank.