I want my money or the wholdrop I purchased

I purchased a wholdrop at fair prices thorntree in soshanguve, in 19/10/2020 the lady who assisted me swiped my card 3times and it said declined but insisted we use another machine which jammed when it was supposed to print the slip out but the money went out She said we must wait 6 days for the accounts office to verify if they got the payment which they said on their side there's no payment went to the bank standard bank which they said its successful but yet they cannot reverse it because their merchant has to call them to confirm that they didn't get the money there's no where I haven't been I lost. All hope because even my statements says fair price has the money but they say its hanging somewhere, what can one do in this situation because it pains me I paid the full amount