********** activity on my capitec account.

I am very disappointed with capitec bank....on the 27th of August 2022 I went to Spar for shopping and swiped the card for cash back of R1800 ..which declined. But the money was taken out of my account. The cashier gave me the till slips showing the card declined and advices I go to the my bank for reversal of funds. When I went to the bank and produced proof they said they will investigate and refund me but if the investigation is unsuccessful they will charge me R80 after 3 weeks. Which to me doesnt make sense at all bcs the lady who assisted me at the bank said she can see the money went out to spar but still declined on their side......why is it so difficult to to just do a reversal? I am very disappointed with capitec bank.....I ve even made a decision to move to a different bank after bng thier loyal client for 12 years. This to me seems like a ********** activity on my account.