Permission letter

I have booked accommodation for this weekend with Safarinow, I paid the deposit on 15th online and paid the balance onthe 18th, when I paid the balance, the first attemp failed, but the money was out of my account and Safarinow didn't receive it, I tried again and it went through. But the first attempt was not to my account, I called Capitec they told me the money is not processed so it is pending, for them to get it back to my account Safarinow must give them permission ti do in a form of letter, I emailed safari yesterday and the person who was responding to my emails refused to send the and stopped responding to my emails, I tried to call all the numbers but they are not working. I called capitec again and mention that safari management knows about the letter Im looking for because im not the client to have this problem. So please all I need is the letter that gives capitec permission to reverse the pending money, it wont affect the one i already paid or your account. Please