MRP Money Department failure to give straightforward explanations and answers as well as no feedback.

I have had an account with MRP for the past year and experienced no problems with payment of my account online. This February the app had a technical glitch whilst proceeding with my monthly payments which led to it deeming the transaction as cancelled whereas money went of my bank account. I have been in contact with consultants from MRP Money numerous times but I am not getting a straightforward response as to when will the money reflect on my account and if it won’t reflect as if I missed a payment on my credit score. I can’t even buy new clothes as no money is showing that I have paid, I sent out an email today asking for an update but no one has gotten back to me which I find very unprofessional for such a big organisation. This is experience is so discouraging as I love doing things online due to everything being convenient and easy but now I’m being so inconvenienced as processes are not going as per usual.