PNP ASAP won’t refund me

So on the 26th of last month I decided to purchase a few items on PNP ASAP,I’m at the last stages of my transaction which is checking out my cart… I click on checkout…the app is loading, money gets debited from my account and suddenly the app takes me back to my unchecked out cart with my money gone.. I’m like alright it’s cool it might be a network issue. I reach out to the ASAP people who then told me my money never made through to their end. They say I must reach out to Capitec, which I did…. Capitec is telling me I need a letter from PNP ASAP confirming that the transaction didn’t go through, I’ve been trying to get that letter for weeks now…all I want is my money back, to make matters worse I’m still buying from their app, As expensive a Checkers sixty is I think they have way better customer treatment and urgency… all I want is my money to be returned without all the admin and stories. I need my money!