Unprocessed payments

I have a R5000 unprocessed payment that has been deducted from my account. Because it is unprocessed it should be returned to my account. It has been unpossessed since the 29th of November. I tried to reach out to the customer care email to find out how long unprocessed payments should take to be paid back into the account. have not received any response in 4 days and need access to my money.