EasyPay Not processing funds

Got a statement from the municipality to pay my rates with an EasyPay option and I used it to pay the account . I checked with the Municipality and they said they didn’t receive the funds . Contacted EasyPay and they said the funds were reversed I should contact my bank . Contacted my bank and the funds were never reversed . When I checked the EasyPay terms and condition clause # 2.10.1.3 it says funds processed can never be revoked or returned . So why did they say my funds were reversed?