Money disappeared from Game (RCS) account

I have been sending emails from the 8th of August with no response however you have your collections agents calling me nonstop.

I sent my bank statement as proof that I paid using your online game credit app but I am told that the money was reversed and now my account is not up to date.

I will be taking the matter forward to the ombudsman and also the NCA maybe you will explain where money went because the bank paid the money to RCS on the 29th of July but you are saying a reversal was done on the 31st. No one can reserve a PayU as it is paid directly to your account.

Regards, Unhappy customer