Capitec pending payment

I am writing to formally request written confirmation regarding the tracing of an incoming payment from FXPro Financial Services from Capitec bank

FXPro has provided me with an IRN and an RRN reference number in respect of a payment that they have indicated was approved and sent to my Capitec Bank account. Upon engaging with Capitec, I was advised that an RRN can only be used to trace payments originating from another Capitec account, and that Capitec is unable to trace external or international payments using an RRN reference alone.

As the payment in question originated from FXPro and not from another Capitec account, I kindly request that Capitec provide me with a written letter or confirmation stating that the bank is unable to trace this payment using the RRN provided.

This confirmation is required so that I may submit it to FXPro in order to resolve the matter.

Your assistance in issuing this written confirmation will be greatly appreciated.