Capitec once again with holds a reversal and makes people beg

So I went and made an incorrect payment to Telkom of R2000 by accident.my account with them was paid already on the 1st September. So I made a payment last week Thursday the 15th September by accident and Capitec won't reverse my eft. I called Telkom and they have said "How can Capitec withhold funds from you once again for the second time for a transaction made accidentally as it hasn't reflected yet" . This is the second time Capitec has done this to Me. I said yes to the charges to reverse the eft and they saying no they need permission. What permission? It's my account? Why? First yout systems are down for three days and now you won't reverse a transaction that I'm telling you was incorrect. When in your website it says you will reverse it immediately if we call. I want my account closed. I'm done. Pathetic.