When a transaction with your card is not successful, we know by experience that the funds are released by the issuing bank/card issuer back to the card. Most banks release the funds within 10 business days (Monday to Friday). This varies from institution to institution. We suggest that you speak to a manager at the bank since the customer service representative might not be familiar with their policies.
If your bank/card issuer insists that the funds were indeed charged; please request from them the Acquirer Reference Number (ARN) for the transactions that they claimed were successful.
The ARN is a unique number that identifies card transactions. With this number and the payment confirmation showing the transaction in question we will be able to verify with our payment provider if the funds were indeed charged and locate this transaction for you.