I NEED THE AUTHORIZATION LETTER !!!!!!!!

I am very disappointed about the service I received from takealot. Can you imagine that they are not willing to draft a letter stating that a payment made to them was unsuccessful but they debited my account, my money is now on hold with the bank. The bank wants the authorization letter from takealto to release my money. Since you state that you don't provide authorization letters and never sent that such a letter to customers, surely there is something you can do about this to prove that the funds were not bank on your end. Surely there is a letter that you can draft stating that you didn't bank the money as payment was unsuccessful on your end. I sent several emails Emphasizing that it is IMPERATIVE for me to get this letter, I also sent screenshot shots from my banking app confirming that Takealot debited my account, the latest email I sent was on Friday the 10th of May, to date no response was received on that email. I have been a customer of Takealot for years and I have never had such a frustrating and disappointing experience with them. Surely there's something that can be done to get the required letter, the bank is now telling me that If I don't get this letter my money won't be released, that's more like a loss to me coz no one is going to compensate me for that money.