Capitec unprocessed transactions inconveniences

Ive read a couple people who have reviewed this issue and it seems its still ongoing. I have made an online purchase, twice money has been deducted, and one amount currently lies as unprocessed in my bank account. Capitec claims the merchant needs to release, and the merchant claims they have no records of a duplicate payment and the money still lies with the bank. please assist as I cannot be begging to have my OWN money returned.