Capitec debited money from a failed payment

It’s been 3 days now, I tried to report 2 unsuccessful purchases online. Due to an error, those 2 orders were incomplete but my Capitec account was debited even though the purchases were not successful. The orders were waiting for payment and ended up being cancelled but they on the other side Capitec didn’t cancel the payment. The clothes were on sale and I feel helpless because I am struggling to get my money from Capitec as this matter is waiting for an investigation.