Not fixing a payment error

I paid my account on the 1st of May, however the money left my bank but there was an authorisation error on the Mr Price side, on the 9th after much back and forth proving my payment, I was told they had reversed the transaction and gave me a letter to take to the bank. I went to the bank and was told that Mr Price needs to override and authorization and I am still waiting for the reversal and a am not being hit with my account being overdue which it should now. I am now also getting no response from Mr Price.