ASAP APP failure and I cant get my money back

I placed an order on ASAP Picknpay app, paid for it via my Capitec app, then order failed as an error on your side, reserving my funds resulting in no order, no goods, and money taken off my account. I have called your helpline 7 times, each time with a promise of " escalation to the finance technical department" do me a favour, you have ****** my money from my capitec account. Failed orders according to your app, the money is reversed ion 2 hours...RIGHT? its 2 days now, how can I get the transaction release letter from you. I have posted everywhere I can to warn the public not to use this app. I want that release letter so I can get Capitec to release my funds. After which I will delete your ASAP app.