Bad service

I made a payment for my lay-by using my tymbank account via cellphone and the payment was subtracted from my account was R250 but the store that was supposed to receive the payment did not receive it and I don't understand why. I then contacted the tymbank customer care and they told me that in order for them to reverse the payment I must have R170 in my bank account and I had that money but even today my money was not reversed. I am very frustrated and angry because of this is my money and they don't want to reverse it. I'm am kindly asking for hellopeter to help me.