Capitec refusing to give me my money

I have been going back and forth with Capitec for about a week now. I made a payment for an activity to a service provider but cancelled immediately after seeing that there are more fees associated with the activity. I then contacted the service provider who told me that the charge was voided on their side and I need to contact my bank. On the app the transaction say it is pending meaning it is on hold, when I contact Capitec, they are telling me about a letter that's in pdf that I need from the service provider to be able to reverse the transaction. In the emails from the servicer provider all the information that is requested by capitec in a "letter" is clearly stated including the transaction ID. So basically capitec is refusing with my money!!!! SUCH AN INCONVENIENCE. AND THE LEVEL OF INCOMPETENCE IS APPALLING!!!!!!