Nedbank discusting service

On 26 July 2015 myself and my wife did our shopping at Spar olivedale. at the paypoint ( nedbank Machine ) my wife's nedbank card was used for payment. On her phone the transaction was successful but on Spar system declined ???? The mngr at spar tried to explain they (Spar) are fighting with nedbank about this issue. (mmm what-ever) we nevertheless had to pay again. Although the Mngr of spar said the money will be reversed to my wife,s account, it is now 6 hours later...nothing jet. what would poor people do in a situation like this where they cannot use their card to pay again....utterly Discusting service from Nedbank!!!