I still have not received a refund from the bank, after my R1200 was taken after I stopped the stop order

I still have not received my money from Capitec bank, I want my money back they keep telling me stories that I have to claim it back from the company that stop order was loaded for. Like a rational and reasonable person I cancelled the stop order on the APP. How is it possible that my money can be taken, when a cancel instruction was given?