Capitec missing and reversed payments

Payments I've been making through the app have been bouncing back this December and the payees have not been receiving them. I've been having to redo the same transactions over and over before they go through. The last payment I made on 18 December did not reach the payee, but the money has not been reversed, as was done with the previous payments. When I call Capitec, they tell me they're going investigate it as a missing payment and they don't have a turnaround time. This is not on because the payment is urgent on my side. I'm going to have to go and withdraw the money from my account and rather do a deposit physically at the payee's bank, which puts me in a very awkward position. What if the online payment goes through after the investigation? I've asked them to rather cancel the online payment, but they tell me that they can only decide what to do after the investigation process has been concluded. This doesn't help me because money went out of my bank account, yet I still have to go and withdraw more in order to pay the same people. The payment is urgent and has to be done today. R6500 is not a small sum for me to pay twice.