TymeBank - Higher grade client service

I'm struggling to understand how a so called Digital Bank fails to reverse funds, I purchased dog food for around R399 which the transaction failed in the shop but funds went out and this is confirmed by TymeBank. This was like a month ago every time I call the Call center I'm promised the fund will be reversed within 24hours, have filled in some dispute form (got to say it doesn't look professional). These are just all empty promises I'm still waiting, think I've spent more money calling in for the same thing.