Missing payment

I did a Payment using the Woolworths app on the 23rd of October 2025 and the payment was successfully. After a few days Woolworths said my account is in arrears. I sent the bank statement that shows the amount and date but they rejected it. They send me an example of the proof they want. Unfortunately that example is for an EFT payment, I paid via the Woolworths app meaning i entered my card number and pin on the Woolworths app. The payment shows as a purchase not EFT. Woolworths said i must go to the bank and ask for proof but it declined again. 6 days ago i received and email from them saying that i should send my bank statement. I sent it and guess what it was declined again. I tried call the queries department but im not getting any assistance. This is *******, the amount shows on my bank statement but they won't accept it. Kindly look at this matter asap. The amount is R549