Refund not being paid back to me

We bought groceries on the 28 Nov 2022 there was a system issue on the app at the time and the payment was put on hold payment was put on reserve on the account. Which means the cash can not be used. I have made contact with Checkers twice via phone and have contacted them via email. I was asked to send our bank statement which i did. But just to be told by Amanda :Looking at the document below, there is no record of a reserved amount of R428.35 which means that the bank reversed the transaction as requested. Why would I be asking for the money if it was in my account. I am no ***********. I want what is due to us.