Travelassist Money

I app**** online for 2 visas and at the end the online form says that you must pay the fee of R2354.10, I paid it X2 because we are 2 who apply for USA visas. When I contact the Consulate to make the appointments for the interviews they informed me that they did not receive my payments? I went to my bank (Nedbank) but they told me I have to contact Travelassist myself to get my money back. What happened to the R4 708 which is a lot of money for me? I will appreciate it if you will be able to help me get my money back because I did not get any service from Travelassist.