Capitec Bank won’t refund my money

I have been fighting with cell c for 3 months over an amount of 2600 they didn’t receive which was debited from my Capitec account, an investigation was launched between the 2 entities, on 28 October I received a message from Capitec “ Your August cell c debit order was deducted from your account, but a technical error stopped it from getting to cell c. We’ll refund yhe money to your account, and cell c will submit a debit order for the amount this weekend. Please keep the money to cover the debit order. Cell c will also call you” it is now 03 Nov neither party has contacted me, Cell C has suspended my account and Capitec has not refunded the money and the amount is now appearing on this credit record. I am so livid, Capitec is a joke of a bank this is absolutely unacceptable and totally unfair that I’m being listed for a technical fault that had nothing to do with me