WHY IS THIS TAKING SO LONG?

There was a "hold"on my capitec card for an online transaction which I cancelled on 23 Decemberf 2019. I was told by the provider that they cancelled the transaction and that it is now up to the bank to release the hold from my bank card. I have been trying, to no avail, to have this addressed and keep getting the run around. Can somebody PLEASE explain to me how this process works and what exactly I need to do to have this "hold" lifted off my Capitec debit card and have the money refunded back into my Global one? I have been a client for a decade plus, and must admit, this is the first time I am having hassles with Capitec. I need some real assistance from a s****ed consultant PLEASE