Missing funds

I received a payment notification from capitec on Saturday when a sender from an external bank sent me money on Saturday 8 November, I have not received the funds in my account until today. Capitec is claiming they cannot trace the transaction, but they were able to send me an sms with a reference on Saturday. I called their call center 2 of their agents hung up the phone in my ear without resolving my query.

While on that note there is a debit order that I want to cancel on my account, they must cancel it as well because I cannot do it on the app