Useless Sanral

We did a "top-up" on Sanral's own site of R 350. This then went nowhere - it is in a suspense account on their side. They requested proof of payment, which is not possible on Capitec as it shows as unreleased funds. So we e-mailed Sanral a bank statement where the uncleared funds show as being sitting on their side. Now, the e-mail show as undelivered on Sanral side. How can we get this resolved?