I'm nor happy with vaalmal ackermans

Hy I'm Dineo,last month on the 6 I went to ackermans vallmal to buy my daughter winter clothes,I used my bank card and tap,the system declined but money was taken from the card,they Said I shoul wait for it to return back to my card...It didn't they said I must wait 7 to 14 working days if still not return I must come with my bank statement to prove it ddnt return. I went back with my statement, they took it and emailed to their financial group. They told me I will get my refund, till today I haven't got back my money and still waiting...my daughter still doesn't have winters clothes. I'm really not happy with vaalmal ackermans.