CAPITEC REFUSES TO GIVE MY MONEY BACK

Yesterday i did an online purchase via my banking app to Planet 54. My has gone out of my account and Planet 54 has not received anything. I have been contacting my bank and they refuse to help. I have just been to the branch at Gateway and have spoken to a consultant named Ashniel, who was absolutly rude to me, and told me that capitec does not to reversals and i need to go sort it out my self. I may only be 18years old but every client should be treated with respect. All i want is my money back which is a sum of R359.97