Capitec will not give me back my money!

Ref no: ***9

I have booked a plane ticket online and it did not process on their side and failed and capitec took the money out of my account and refuse to refund me even though I have the proof of debit and numerous calls, wasting my time.

This is unacceptable as it is my money and they say that it is on hold. If it did not reach the destination, obviously it has to be refunded back to me.