Authorization hold(Pending charge)

Experiencing a problem regarding the pending charge on my account that i needed it to reversed to my account. Went to the branch the on e in JHB the lady who was assisting me logged an incident and after a some couple of hours i received an SMS indicating that my incident is resolved and closed and i was wondering is closed how. I used their whatsapp to track why my call was closed and it indicates that i didnt log any incident within the last 30 days. Then today(12/08/2024)i went back to the branch to my suprise the incident was closed but further prove are needed without anyone informing me. Funny enough it shows on the statement.