Money missing and nowhere to be found

An amount suddenly went off my account for a second time on Monday (3 weeks almost after the initial transaction). I immediately raised it with Capitec through the WhatsApp line and also went past the retailer (our local BP Petrol station). The retailer was helpful and promised to refund if the money was in their account. It wasn't so they haven't been able to pay me back. I have been back and forth with Capitec all week. Every time, I have to re-explain the issue. The agents have been shocking, not able to find the duplicate payment initially until I send them the proof of payments for both. I was emailed a statement I didn't ask for (and charged accordingly). I was told on Tuesday that it couldn't be reversed as it wasn't pending. If retailer did not return I could raise a dispute which would cost me R80 and Capitec would attempt to get the money back. I have been trying to raise this fictional dispute since then (note that everything can be screenshot from the Whatsapp chat history to show what I was told by the various agents). I was told it was being escalated yesterday only to find out that the escalation was to remove a hold on my account. WHAT HOLD? I phoned because I thought it might be better than the WhatsApp service only to be told there is nothing Capitec can do. The agent has no idea what dispute process there is. I must go the retailer. The retailer has been amazing - even sent me a letter confirming that Capitec can reverse the fee as they confirm that I did not make the transaction and they have not received the funds. There is obviously an issue in the bank systems somewhere but they simply won't take it further. The agents have been implying that the card machine was banked twice (3 weeks apart). My assumption is that this was flagged somewhere and the money is sitting in one of the bank's suspense accounts. My only recourse now will be a ***** charge and hope that the banks will take it more seriously and actually run a spin report on both ends to trace the funds.