When a transaction is not successful; we know by experience that the funds are released by the issuing bank back to the card. Most banks release the funds within 10 business days (Monday to Friday). This varies from bank to bank. We suggest speaking to a manager at the bank since the customer service representative might not be familiar with their policies.
If your bank insists that the funds were indeed charged; please request 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, we can verify with our payment provider if the funds were indeed charged and locate them.