Capitec Payment Was Successful But Funds Never Credited

I use the Capitec mobile banking app and on 09 September 2026 I made two deposits from my Capitec account to my 1win account, but the money never reflected on 1win even though it was debited from my bank balance. Each transaction was for 39,98 Rand and, although the payments left my Capitec account, my 1win balance was not credited, and on the 1win side both transactions are now shown as “cancelled”. Despite this cancelled status on 1win, no reversal or refund of either of the 39,98 Rand payments has been made back into my Capitec account. I contacted Capitec Bank customer service about these failed deposits, but I was only told to contact 1win. Since the money has clearly left my Capitec account and the transactions are marked as cancelled by 1win, I believe Capitec should assist in tracing or reversing these payments instead of leaving me without any solution. I request that Capitec urgently investigates these two 39,98 Rand transactions made via the Capitec mobile app to 1win on 09 September 2026, and that both amounts be reversed and refunded back to my Capitec Bank account as soon as possible. I also expect a clear written explanation of what went wrong with these transactions and why no automatic reversal has been processed so far.