PAYMENT DISPUTE AND NOW COMMUNICATION

I made a payment of R4000 towards my Edgars RCS account via the self service portal, during the payment processing i get a notification that the payment did not go through, however the amount went of my bank account, i did send my bank statment to *** as requested from Edgars to do, but i don't get any feedback from RCS at all, not even a reply that myh email has been received and that someone is actually attending to the matter, This is very poor service.