Suspicious Standard Bank Ebills

I did an online application for a passport and paid using Standard Bank my Bill's. Tried to make an appointment at Standard Bank Canal Walk but system did not allow booking. Ended up going to Homeaffairs only to be told they did not receive the money and forced to pay again. Called Standard Bank only to be told that I would have to lodge a claim for a reversal that will cost another R300 with no guarantee of receiving the money. Question is... where is the money?