Double Payment

I am dealing with a query that was lodged on February 23. Today, the 7th of March, the issue has not been sorted out. The tiring thing is that every time you call or chat, it feels like you are starting a new query because all the consultants want you to give them more information, tell them what your query is, or what you complain about. What is the use of the reference number if you have to sing the same gospel every time you follow up? What happened was that I tried paying using a virtual card, which declined, and then I used my physical card, and payment went through. When I checked my balance, it was -R289, while I had R290 in my account. According to the statement, there are two debit transactions that went through, one on the 21 and the other on the 22; hence, my balance went to a negative R289; both transactions were done on the 21st, and I suspect the 22nd date is due to processing. I initially purchased R300 fuel on that day, but R290 was supposed to go through my bank, and the R10 balance I paid in cash. What happened to my R290? You keep on giving conflicting responses, while all I want is to know where my R290 is.