Payment reversal

I called [URL Removed] call center on the 25/11/ 2015 to book for my sister using my mother's credit card. The payment was approved and the sms was sent to my mother's cellphone by her bank. The lad I spoke failed to yell me that I must receive a reference number and therefore, I never expected it. The flight was booked for the 24th of December. When we went to check in, my sisters payment could not be found. We had to book her another flight for later that afternoon and it was twice the price of the ticket we had originally booked. You can imagine the stress I was under. Having to leave a 14 year old child in OR Tambo. Just because of an inconvenience. We have called the call center and emailed my mother's bank statement and [URL Removed] says they can't find the payment . We want this payment to be reversed. The bank statement shows that it was charged on the 1st of December. I feel that if he payment didn't go through for whatever reason after the phone call, an sms should have been sent by [URL Removed] indicating such . The lady confirmed with me on the phone that the payment had gone through. On top of the inconvenience on the 24th, now my mother has to fight for her money