Transaction declined yet money went out

I purchased couches online it was cash on delivery when I was swiping the transaction declined n paid suppliers cash n only to realize the transaction went off Immediately called the call center that confirmed the transaction was on hold n told them to reverse or dispute it n was promised on only of I send the POS machine receipt that shows decline I did n they said wait for 72 hours after 72 hours when I call them am told it's still under investigation only when I went to the boulders branch for face to face consultation am told the transaction went off successfully do they can't reverse it I should speak to the retailer , even today I haven't received my money either from Capitec Bank nor furniture liquidation warehouse.and even today if it wasn't because of the app or bank statement I wouldn't be aware that the transaction went off successfully bcz I haven't received sms notification for that transaction