Dispute joke

So i recently made a payment via eft to a service provider and paid the full amount for due to unforseen circumstances i could not redeem the purchase and have the service provider for a partial refund, they've simply said no and i approached my bank to dispute so i can pay what is now due to the service provider instead of the full amount. I was then advised that my bank needs to confirm with the sp if the monies may be reversed, how is a bank that i pay service fees to monthly going to follow what the counter part is saying over what i as their client have advised i have emails to the effect but being told i will incur a charge irregardless of the outcome and ultimately may not even get my refund.. Capitec has gone from being the best to just a profit organisation. clients are literally *****ed over and they just don't care