Funds are on hold //missed my flight

I bought my flight ticket and as usual follow all process when purchasing online ,to my surprised the money was debited but no confirmation when i went to the airline desk they said there is no money , after long calls with Capitec call centre ,airline decided to print out a merchant payment portal PayU that clearly states that the money didn’t go through and it does specify “please contact your bank “ iv sent this at the bank’s request but still it wasn’t enough . Iv missed my flight ,what is more scary was that Capitec staff did admit that the funds are on hold im asking why “ I’m told there could be many reasons . Till today I haven’t received my money .