The worst bank

Capitec Bank is the absolute worst! I called to ask them to reverse funds that were taken by Uber for a trip that never took place. They ask me for an authorisation letter which is IMPOSSIBLE to get from Uber. All they do, is send you a message saying that the money has not been banked on their side and I should call my bank. Call my bank which refuses to help me, even when I've told them that Uber won't send me a letter, they will only respond to my messages which is what they have done. So what now???