Pending transaction

My Case is not new and clearly the same was experienced by other users between the same service providers Capitec and Telkom. Below review as reference

https://www.hellopeter.com/capitec-bank/reviews/pending-payment-a31876c70f8ac47aa134304e2c79670f00baec8c-***#

I made a online payment on telkom portal, due to a network glich my payment has been in a pending state the whole time

I am now frustrated at capitecs reluctance to reverse the transaction. All I have is verbal confirmation from Telkom customer care agents that the transaction has not reflected on their system, yet Capitec agents consistently insist on getting written confirmation from telkom of which they state they cannot provide this

Now I am stuck between 2 corporates who expect me to be a middle by requesting documents which clearly are non standard documents between the 2 companies