Capitec is keeping my money and is clearly refusing the refund

I made a payment online ,money was subtracted from my account the merchant where I ordered goods from confirmed to not have received the payment. I explained this to capitec, provided them with what I could get from the merchant as proof just so the hold can be lifted off the 2 transactions. I was informed the proof I provided isn't enough, I informed the merchant and they confirmed that's the only proof they can provide. Spoke to their client care consultant Tracey Shikwambana, I asked her what's the wY forward and i am not getting any assistance from this lady and my emails are now being ignored. until when will they keep my money.? Not in this economic state we are facing.