Unhappy Customer

If I can give 0 start I would have done that. Am writing this with a heavy heart. Yesterday I tried to place an order online with Shein unfortunately the order didn't go through but the money was taken from my account. I went to the branch in the morning and they logged incident ( ***) for me and within 5 minutes I received an SMS saying the query has resolved and now it's closed. Without any further information why they didn't inform me about the outcome in the sms or send me an email? I tried to contact them via Whatsaap and they told me I have to contact Shein and ask them to give me the letter or wait for 14 working days to get my money back. I have proof of chats from Shein informing me that the order didn't go through yet Capitec refused to give my money back. I had a peace of mind with Standard Bank I don't why I changed to this Bank. Please release my money.