Payment went off my account to Avon but their system says decline

I made an online payment on the 2nd of December to my Justine account via Capitec account - on the system it said payment unsuccessful and at the same time payment of R480 was debited from my account - I sent pop to the credit control email asking for payment to be allocated as it went off my account and i just got a reply that it was declined on the system however there is a pop that shows that money went off my capitec account to their Avon account - seems like no one wants to take initiative to assist me in this matter .