Poor service

Had a problem with Capitec bank in 2018 not resolved up to today. This problem involves Pick and Pay at Marianhill Park, Ethekwini municipality and Capitec bank. Deposited R10 000 to my nephew’s account to pay my municipal account. He paid at Pick n Pay Marianhill Park using Capitec Bank card. R10 000 was never credited to Ethekwini municipality .He enquired from Pick n pay about the problem he was advised to contact Capitec bank. Capitec statement shows R10 000 debited from account to Ethekwini municipality but the bank can’t trace the account number.. At the end R10 000 paid was never received by Ethekwini municipal, Pick n Pay say contact the bank and the bank doesn’t know to whom was the money paid. To make matters worse slip from Pick n Pay lost only proof now is the bank statement. This is not right am requesting your intervention.