Disgusting Service - The Fix

I purchased an item on the 25th November at the Fix festival mall. When I swapped my card the speed point said approved however the cashier said it didn't go through. I even showed them the transaction on my bank statement but was told it is hanging they need it released from their side I have no idea what that even means. The money is out of my account but I don't have the items in my possession which is totally unfair for a customer to be sent from pillar to post over your technical glitch. I am totally ****ed as it's almost a week and there is no resolution to this