Prepaid Electricity App taking money when unsuccessful

I tried to purchase electricity on the app and the app told that the transaction was unsuccessful please Retry.this happened at 15:39 on 2 may and they dont help you. after retrying the transaction went off my account five times and now they saying the transaction can not be reversed. i want a refund for the four transactions that went off after the app said it was unsuccessful and i must retry.

if i don't get answers i will be taking this further to higher powers. i am now out of pocket for R520 that was not my doing and being told to retry by Capitec.