Capitec not assisting their clients

I've been trying to have an online payment reversed that was made in error on 21 November, since the end of November. I've been to branches and on phone calls with capitec and I've just been given the run around. This one says you can't, that one says my info isn't sufficient and a other said my reason isn't valid. One consultant even said they couldn't find the payment even though it showed on the app and i gave her a proof of payment. I just wanted my money back