CAPITEC WONT REFUND MY MONEY!

items on PNP ASAP,I’m at the last stages of my transaction which is checking out my cart… I click on checkout…the app is loading, money gets debited from my account and suddenly the app takes me back to my unchecked out cart with my money gone.. I’m like alright it’s cool it might be a network issue. I reach out to the ASAP people who then told me my money never made through to their end. They say I must reach out to Capitec, which I did…. Capitec is telling me I need a letter from PNP ASAP confirming that the transaction didn’t go through, I’ve been trying to get that letter for weeks now…all I want is my money back,my thing is I’ve been with Capitec for years, I’ve sent supporting screen shots from my ASAP app and my Capitec app..but I’m still getting stories about getting an authorisation letter from ASAP, can’t they call ASAP? Also if the transaction was successful it would have written “Processed” on it , but this one is still pending to date this day.. I’ve been with this bank forever yo… why must I also be sent to the branch when banks like Tyme Bank and Discovery can resolve matters remotely. I work the same hours your branches open for..when am I going to get the time to go to a branch? Guys I just need my money back at this point