PNA HEIDELBERG MALL

On the 23rd of July 2025 I went to PNA Heidelberg mall as I very often do since I absolutely love them. I went to the counter and swiped my card and the machine said declined. I went onto my banking app which is Capitec and showed the lady that the payment went off my account, I showed her the SMS that stated that the payment went through. She said that they get this a lot and that the money will be reversed back into my account since the payment did not go through. I waited a day and called Capitec to clear up this issue and they said that the payment did go through to PNA and that I now needed a letter form PNA stating that they did not receive the payment. I went back to PNA and made sure that the Capitec advisor spoke to the manager so that she understands what is required from them. In my eyes this is very simple, she was present when my card declined so she was very much aware of the problem, yet she told me that she needs to call the finance department to sort this out since she needs to get the letter from them. I waited a few days and called again. The manager told me that the lady from their finance department said that it will take some time to get the specific letter from her bank which is ABSA. And that this can take weeks. This is ridiculous. A big company like PNA should have a private banker which attend to their needs almost immediately. It is now the 6th of August 2025. I still did not receive the letter from PNA??? So, the money is still not back into my account??? How is this okay?? I am at that shop every other day, buying things, my stationery, my yarn my books and this is how I get treated. If the manager and the cashier witnessed this transaction and I showed them on my bank statement, why is it so difficult just to confirm this on a letter stating that???