How can we not help.........

i tried purchasing on Checkers 60 60 App and every time i got to into pin it didn't go trough it declined. i must have did this for about 3 or 4 time, finally a friend helped me get thru my purchase. . i somehow checked my message and and it looked like all my purchase went thru. please tell me how this as possible. i am unable to help because i changed my phone and unable to check anything on my side, worse is that i call the call center they pus me thru to an agent with explain my ca and the agent did not want to that the call was about and he said he cannot help me out.......