Withdrawal from my Account is a NIGHTMARE

On the 4th November i withdrew money from my Capitec account at shoprite in Dobsonville Mall. There was funds available in my account which went out as i received a sms notification from Capiec but shoprites declined my transaction. I then went to the bank and got a statement which proves that money was taken out from my account by shoprite. i approached the managers but no one seems to know what happened to MyMoney. i am very very upset because not even their Finance department is bothering themselves to Help me..... till today No one know anything because No Money was given to me!!! This is sooo Inconvenient and frustrating. I want my money back because clearly Shoprite is not culture orientated on TCF