cheque card declined 3 times, but the money still went off

My cheque card declined 3 times on Monday, despite having enough balance and the money still went off. I called customer care 4 times but no solution (making each call takes about 15 minutes, airtime is expensive bafwethu). Later on, I was told that the amount will be returned to my account. But up until now dololo.

And also, I am not happy with this "outstanding authorization", because it makes my balance go to minus.

I don't understand the benefits of being on "prestige" because now my card declines every-time whenever I want to buy important things and its very frustrating. Can you imagine how its like after pouring petrol and your declines, but when you check the app, the money is there!!!!

If this cannot be fixed please let me know. So that I move to another bank.

Cheers, Ayanda