Reversal Policy

I'm so disappointed in capitec bank reversal eft policy. It's been 7 days of reporting the same incident in which I made a payment online to Vodacom but it confirmed it didn't recieve my payment by sending me a letter. The letter happened to be in Word Document now they turned me back and said they want it in Pdf format even when I have so many proofs of screenshots and emails from vodacom (third party). They must just be honest with their clients and tell them they won't get their money because you can't keep talking a person back and forth with their money. It's my account. I'm definitely going to switch my bank if this issue is not resolved. Lockdown is making it hard for me to deal with them.