Capitec refuse to refund my own money!

Capitec bank is refusing to refund money for a payment I made which never reached the intended business. An amount of R 3100 was taken from my account for 1 payment made to two seperate businesses. The payment of R 1300 went through however the payment for R 1800 failed on the website and was reversed to Capitec. Upon calling them for several days the consultant finally confirmed that the money is reflecting back in their reserve funds but that they can only refund it to me upon a letter from the Easypay website to declare that they give authorisation. On Easypay side they did confirm that the payment has failed however the documents I sent to Capitec as proof of this is not good enough in their words. Easypay on their side cannot write a letter accepting responsibility as on their side the money was already reversed back within 24 hours. So now my R 1800 is still in Capitec reserve and my account I was supposed to pay is overdue. Worst service I had ever gotten from a supposedly professional bank.