Erased bank transaction

On the 4th of October, I purchased a hat on TFG (Online) two days later foschini notified me via email that my order has been cancelled due to insufficient stock.

A day later I responded to the email and asked when to expect the refund, they said 8 - 10 days.

Two weeks later, I made contact with TFG about the refund and I was referred to my bank, Capitec. Capitec checked on my statement and did not find the transaction but found it on holds. They required solid proof from the merchant about the refund.

I showed them an email at the Capitec branch, they asked me to forward it to them (consultant) I did, she did not receive the email. I forwarded it again and again till we learnt that their mailbox is unable to receive email from google mail.

The conclusion was that I print out my email and take it to the branch.

Today, I took the printed version of the email to the branch. The consultant that assisted me could not find the transaction at all and claimed that Capitec must have returned the money. I know every transaction on my bank account and would've noticed if the amount was refunded.

According to my understanding, even if the money was refunded it is supposed to show on my bank statement so that I can reconcile my monthly transactions correctly. As it stands, I have not received the refunded amount and the branch consultants cannot help me as there is no reference of the transaction on my bank statement.

Ever since I started banking with Capitec, this is tbe first time I have a transaction erased from my bank statement.

Luckily I have emails from TFG to my claims.