Very unhappy Customer

Good day. First of all this will be my 3rd vad experience with Capitec so not all is bad. I purchased a game pass online , our internet buffered and then it said "Something went wrong". I then received 2 x sms' where the amount went off twice. The money is out of my account. I xan jot reverse the transactikn online and today 3rd January 2022 I went in to Capitec bank to try and reverse the one amount of R149. A very competent lady assisted me at counter 4 in Uitenhage. The first incident was logged but the lady at the call center logged the amount wrong, second incident was logged but then I was told that there is a charge fee of R80 I will have to pay for something that was not even my fault. I was also told that I needed proof that the something went wrong like an email or something, how the hell must I have proof if it was a pop up message as we were busy buying the game pass ? By the way there was no mention of any charges when the first incident was logged. Both transactions is still not processed so why cant the money just be transferred back to my account? My son also checked his emails no message was sent. The money is out of my account. Does not make any sense. And why charge R80 fee for something to be reversed ? This is unacceptable.