Unauthorized debit order

Unauthorized debit order was made on my account then I went to the Branch to claim a refund and I was advised to contact the service provider. Which I did then after coupler days I received an sms from Capitec that my refund is pending with them however I m still struggling to get my refund back. I was told to contact the service provider again to issue me with a letter that they released the funds. I don't understand why I have been incovinanced so much as this was not my fault at the first place.