I had a issue with payment when moretyme changed from taking money directly from the account for installment payments

I had a issue with payment when moretyme changed from taking money directly from the account for installment payments. I deposited money into my tymebank account and the payment went through but moretyme is still showing as unpaid transaction. I called the bank was given a ref number and the case was closed without the problem being resolved. I called the bank they informed me there is nothing they can do, though on my account it shows non payment.