Unknown Charges and poor service

On Saturday I went to Protea Glen mall to find help regarding the R90 unpaid item that I do not khow about because I have not been recently declined on any purchase I made, however I found a guy by the name Nqubeko there and he told me that it is from the previous PENDING purchases I made but surprisingly all the purchases were successful and the money was taken out so how possible is that and if the were unpaid then where did the money go, why is it not returned back then so I can repay those guys. As I was asking that I think he felt maybe I am asking nonsense then he left me there hanging not even telling me that whether he is coming back or what but chose to assist guys who make sense to him. I left that branch dissapointed and felt so ******. Honestly I just need my money back if it was a mistake because anyone can make a mistake and if it was something that I got into then I would understand not what that lazy guy called Nqubeko did because how do you assist a person on the door without even referring to the system or are we not allowed to enter if so then I could bank with a bank that would appreciate me as their customer. And before me there was a lady who told him she wants a loan and he referred her to the app and the lady told her it is declining due to that maybe she might have made a mistake but you could see the dissapointment on his eyes how he did not want to let that poor lady in, it is so dissapointing honestly.