Capitec ***** and failure to help

Good day, a purchase of R201.00 was made at Mr deliver with my card on the 28th of December, I called Capitec to report the matter as soon as I saw the SMS notification. A Capitec agent advised me to call Mr D to of which I did, ad they informed me that my Mr D profile is clear i have not ordered anything with them i should ask Capitec to refund me as they have not yet banked the money. I again called Capitec to informed them of what I have been told. They aske me to email Mr D and ask them to send me a letter in a letterhead of Mr D saying that they give permission to capitec to refund me, they rep**** in an email stating that i should n=be refunded, I again called capitec to let them know that I did get the email and they told me they cannot accept the email. I again called Mr D to ask them to send me a letter of which they told me that Capitec needs to contact Mr D directly not me. I called again to inform capitec of which they said they cannot assist me but will escalate the matter. I do not understand that ***** is committed in their bank but they fail to assist, I just want my refund and close the nonsense account.