winning bet incorrectly changed to loss

I look a bet on the 27th of march at 20:19 the bet that I took was suppose to be under 4.5 goals because the score was 3.1 however due to the betway system glitch the score did not update and the system selected under 3.5 goals which was totally incorrect because it is not possible for the score to be 3,1 and to select under 3.5 goals since 4 goals were already scored and the correct bet was suppose to be under 4.5 goals, I have send betway why a email immediately after the error but I am still awaiting feedback I even spoke to the consultant but she was unhelpful, had a customer I require an query to be logged against the time my bet was taken and the time that the last goal was scored and then betway will pick up that they differentially made an error