UNPROCESSED TRANSACTION NOT REVERSED BACK INTO MY ACCOUNT

i made an online purchase to ZARA on the 27th of Jan 2021, i made the payment and money was deducted from my accout as a pre-authorisation, now today the 04th feb 2021 a payment went off on my account to ZARA for the same amount, when i check my bank statement i saw that the first transaction was never processed, even though money was deducted off my account i called Capitec twice but none of their staff could assist, they only said that an email has been sent to their finance department and because they have a back log it could take 7-14 days to receive feedback, I NEED THIS SORTED OUT ASAP, YOUR CALL CENTER AGENTS ARE NOT HELPFUL