Unprocessed transaction not reversed

Made an online purchase from Zara and money was deducted (unprocessed status). On the day that Zara shipped, money was debited again (processed status). It's been weeks now and my balance is still less the amount deducted but not processed. Seeing that the same amount was debited successfully, why is Capitec holding my money and not releasing it back to my account? Such an inconvenience!