Capitec, really bad customer service and protection

I did an online purchase and directly after the purchase I was told that the company I purchased from is a **** company, I immediately called Capitec to ask them to reserve the payment. They are so unhelpful as they said that I made the payment willingly and they can't do anything. What useless nonsense. This is not good service from a bank where I keep my entire life with, I have banked with fnb and they have really been helpful in like circumstances. There must be something that can be done for them to protect us and reverse the payment etc. Otherwise what are they there for...