Scan to pay error

I purchased some items at dischem Chartwell yesterday the 02 June 25, and I erroneously used the virtual card to pay for my purchase. Unfortunately the payment was deducted from my account but dischem did not receive the payment. The amount that was used was R451.02. Doschem tried calling the bank to get the transaction correct without any success. I also called in and I was transferred from one person to another, like no body wants to assist or they don't know how to assist. This then resulted in dischem refusing to give me my purchase as the payment didn't go through to them. This morning 03 June 25, I checked my account and this transaction went through but is till pending. I have been trying to call my banker, Sophy to assist and I can't get hold of her. I have been sitting on the phone since 8am and still no one is able to assist me from FNB. They are still passing the calls, is really frustrating. I send an email to "Sophy" no reply from her as well. Like wowwwww