Review processes

I did a card purchase at Checkers Glen Marais on Saturday 16 October 2021, I tap my card to make a payment and it shows decline, I then insert my card and it was approved. The amount went through twice and I thought it would be reversed. On Sunday morning I called Capitec who informed me that I must go to checkers and get a letter with checkers letter head and they would release the funds. I went to checkers and the Manager advised that they can't do it cause head office send the letters and they work Monday to Friday and that I should call him today after 6. I've been trying to call and no answer. My kids have to go to school hungry now cause I don't have money due to this double deduction. I think checkers should review this procedure of head office sending letters only or head office must work weekends as well. I would rather withdraw cash in future to make payments but checkers can't give cash 80% of the time when one wants to make a withdrawal.