Pay an clear only cleared after 3 hours

I have made a pay and clear payment to a capitec account and the status after 3 hrs it is still pending when i called online banking sbusiso magazi said pay and clear takes upto an hour i told him that it has been hours he then said that someone will contact me to process a payment, i asked when he said they dont know,i am waiting for a payment to be processed,can you please process my payment and refund me the pay and clear amount because it is useless.