Ackermans deny the transaction

Good day I have bought clothes at ackermans access park in Kenilworth on the 29 November 2019 but did not have enough money after I had swiped the capitec card with R500 TO Ackermans I had to leave the clothes and ask was promised that the money will be reimbursed in 30 minutes after 30 minutes they said after hour after hours it was after days and now the head office of Ackermans said that they cannot track the money in their record. A lady who was helping at ackerman requested a bank statement which was submitted clearly showing the money was deducted by ackermans. At ACKERMANS head office they have cleared themselves regardless of the bank statement, they say the money is not with them. but the money has not beeN reimbursed. This is quite shocking and unbelievable of the company so big to be unable to track a simple transaction. this activity has left me suspicious of ackermans.