UNPROCESSED TRANSACTION

I am not happy with Capitec Bank service, I paid my Mr Price account online through their app two weeks back and ever since the amount is an unprocessed transaction. I went to a Capitec bank branch to request for reverse I was told by a consultant that I should call Mr Price and ask for a reversal letter. I then called Mr Price and I was told they can’t help me since there is no amount reflecting on their side. I’m now stuck with the amount hanging. It’s either Capitec reverses my money back or it gets paid to Mr Price.