R 15 000 not returned to account

My father tried to make a payment to Mak Rak, but the payment did not go through at Mak Rak. Mak Rak called the Nedbank Card Division, the money was not received but in suspense between the accounts. Nedbank returned it back to Capitec. Capitec refuses to place the money back in my dads account without proof that Mak Rak hasn't received it, Mak Rak is closed till January. We have called Nedbank Card Division and they are wondering why Capitec did not call them to verfity if the money was sent back or not. Surely as a customer of Capitec Bank they can call the Nedbank Card Division and sort. My father went to Capitec Bank Somerset Mall, and they not interested in helping him. THey want him to get a copy of the companies bank statement to prove they dont have his money. Terrible customer service from Capitec Bank, and to leave a man of 75 destitute without his money. Clearly you prefer keeping hs money in your suspense account where you earning interest.