Bad payment with card

I just made a payment at Shoprite Randfontein with my Tymebank debit card. Payment went through and my card was returned. Shoprite said the payment did not go through. When checking on phone payment went off account. We phoned tymebank just to hear that they can not assist and we will get feedback by 14 November 2024. Really????? Seems like this is going to be another big problem with Tyme bank.