Bad service from staff at Snatcher

On the 2nd of December 2022, I paid for an item. I was unable to do an Ozow payment so I used my debit card to do an online payment. I sent them through a copy of my bank statement for the day reflecting the payment I had made. On Monday, 5th of December 2022, I was advised that my transfer had been declined., yet the money was deducted from my account and not returned back to my account. They didn't bother to read the statement in full where it shows the money had been deducted from my account.