CAPITEC is a ****

I have 2 transaction for MTN cellphone on 26 October 2023 it for R400 and R467 I called capitec and they advised that the amount cannot be reversed but I must call the merchant of which I don't even know who do I call, and I called their ***** department and i cannot be helped because the payment were done via online banking and approved on the app using the banking app pin, I DO NOT HAVE THE APP IT WAS DEACTIVATED LONG TIME AGO, I only use cellphone banking. I am told that the APP was ACTIVATED on the 27 of September but the pictures on the APP are not mine. CAPITEC ensured me that I AM NOT GOING TO BE REFUNDED ANYTHING AND IT IS NOT THEIR FAULTY. so I have just lost my R867 just like that.