Credit account payment

I currently made a payment transaction through my credit card to pay my loan where an error happened but money still went out of my credit account I have been trying to get hold of them and failed even the consultant that I spoke to kept me on hold for an hour if not two but still did not get help from the 27th of March till today that money is still pending I can be able to excess that money nether did it go to settle my loan im so disappointed with thirty credit department I will definitely cancel my account with them.