Reluctance to assist in retraining unused funds

I went to Clicks Mall at Lebo on 19th November 2025. I used my credit card to pay which declined twice. I assumed the card was a problem and I then used my debit card which also declined and that was when they realised that their system had a problem. They managed to return the credit card funds but the debut funds remain uncleared. My bank adviced that Clicks write me a letter to indicate that the funds were never cleared. The manager at Clicks has been trying non stop to get them to.send the letter which will enable.the back to release the funds to me but the head Office is not coming through. I'm frustrated.