Tragic Bank stay clear

What a nightmare of a bank. I made an online payment to UNISA for my registration. The payment never went through to UNISA. When I called Capitec they said I must give UNISA 24 hours. 24 hours passed an UNISA has not received the money. I went into a branch and they refused to release the hold on the money. I spoke to agents on their call centre line and I was told I need to get a letter of authorisation to release the hold from UNISA. One of the consultants even hung up on me. I know gave money sitting under unprocessed in my Capitec account. I asked them to provide a POP if the money is with UNISA as they claim and they said they just don’t do that, they don’t issue POP’s for online payments. My registration is now on hold and the bank says the can’t do anything to help me.

How does it make sense that they claim the money is with UNISA but they can neither give me a POP for the money paid nor release the funds they are holding without a letter of authorisation from UNISA. I called UNISA and they said they can’t send such a letter as they don’t have record of this money.