Capitec dispute

I made a payment of R9720 on booking dom for accommodation via capitec app, the following day when we get to the accommodation the property was not there and the contact numbers don't exist either. I immidiately went to a capitec branch near me to ask them to reverse the payment as it was still a pending transaction. The capitec agent told me that my query will be forwarded to ***** department to investigate and if my claims are true then they will refund me but if am lying then they will fine or charge me. Ohk

Its now 3 weeks later I am told that I need to contact booking dot come and ask them to do something about it, I did contact booking dot come and they said the property is under operational review. The capitec agent is now telling me untill I get a full feedback from booking dot come then they will re open the case now they closing it.

Besides the fact that am now doing the investigation my self, my question is why wasn't the payment frozen or reversed at that time because it seems now I need to do the investigation and I am not happy that capitec is not doing anything from their side as they have access to the account of the property where payment was made