MTN failed to pay vack my money

I bought data from the My MTN app on the 15th of December, the transaction was pending when i checked on the Capitec bank internet banking it showed the transaction was not processed but the money was deducted from my Capitec account. I then bought another data on the 17th and decided to call MTN to ask them to reverse the money back to my Capitec account they told me to visit the bank and ask them to reverse the payment. When i went to the bank they told me i should request an email from MTN that shows they agree for the money to be reversed. I called MTN and asked for the email they told me to visit any MTN store. I went to MTN store in Kolonnade mall Montana Pretoria. I also couldn't be helped there either. The lady that was assisting me called MTN customer care and they requested to speak with me so that I'll explain my query, i did explain but they told me they will not be able to reverse the payment. And i asked them if with that statement are they telling me to just forget about my money then the lady said there is nothing they can do to help me. Both MTN and Capitec bank failed me because the money was deducted from my Capitec account and there is proof but neither one of them are willing to help me