Payback the money

I bought items from Mr price online paid via EFT. Capitec app confirmed service failure on the app just after I confirmed payment. I did not receive my order no from MRP but I received an sms confirming R165 went off my acc . Called MRP they required payment confirmation when I called Capitec call center they told me they can assist with it and gave me some reference no to give to MRP acc Dept as they need to process the funds on their side. MRP confirmed there’s is nothing they can do to help as nothing is showing on their side. Called Capitec call center twice with no help then went to the BraAmfonteim branch and Melikhaya was the consultant assisting me but he told me there is nothing they can do I need to send my statement to MRP price. Now how’s the statement going to help when it doesn’t reflect the account number I paid to because MRP requires they info. I want my money and Capitec needs to find a way to reverse it. Both Capitec and MRP keep sending me back and forth since 25 July and I’m tired of making unproductive calls