R1000 JUST GONE

I lost R1000.. I'm renting on a property and I have lived here for more than a year and have never had this issue before. I baught R1000 worth of water from my Capitec account. I didn't get a token number so I called Capitec, they say it's because the water bill is over due... I'm on prepaid water and the owner has shown me their account is pid in full... I call again. They say they will eaculate the issue but I have not heard back from them.. Now there is R1000 of my money just floating in the air... I'm not sure what to do and no one will give me a straight answer as to where my money is