Unpaid money withdraw at Pick a Pay

On Monday 02 November 2020 went to pick and pay in Kimberly at d and Sydney street to buy food and withdraw money the total was R418.15 the money deducted by my account but at the till it shows declined when i went back to ask for the declined slip the manager told me they cant assist me i must that bank account now i have lost R400 and the bank is Tymebank they did lock a investigation and gave me a REF number the only problem now is the slip from Pick a Pay. Can you kindly assist.