Prepaid Travel Cards guide

Hello, I have just started to use weswap (10 March 2016), loaded card, swap currency to euros, check account all good. Used card for small amount on holiday, all good. Used card for larger amount at different store, all good. Used card again at different store, sale declined, tried a smaller amount (although there was money on card for the first amount), card declined. Tried calling number on back of card, no use as did not give you option to speak to a person. Paid by other means. Arrived back at holiday home and checked online with weswap and the amount that was declined had been debited from our account (this was for a large amount of money). Contacted weswap with telephone number on website and spoke to a person, told him the situation and he told us that someone would telephone, which they did not, but sent a email explaining that if the card was declined the money would be returned in 14 days (not much good when you need it there and then). Apparently the sales merchant (a large company so no fraud taking place) does not get the money till the end of day when all of their transactions are downloaded in one go from mastercard, so when you buy something mastercard in my case look at your account to see if you have the money and debit this amount from your card, if you don't have the money the card is declined.
I had the money but the card was declined and my money was taken by mastercard and is now floating around in their account until the time is up (14 days) when it will be returned to my account. I did not receive a declined receipt (make sure you always get the declined receipt) as weswap say they can get it back quicker.
Weswap have not responded to my emails when on their site they say emails responded withing 24 working business hours. I asked customer service at weswap why they can't contact mastercard and get the details from them saying it was declined (they still took the money anyway) and ask them to return money asap. Weswap said the onus was on me to prove this.
So, last time I use the weswap card, as customer service is nill for me, and I understand that customers may have a positive from using weswap but if it fails one time for me than it is one time to many and lets face it, when it's about money and card does not work and you have to wait 14 days for return of your money, it's not good. By the way still no reply by email as of today 16th March 2016.