Tymebank Dispute!

Thymebank has been giving me massive issues, my partner and I made a payment an they company that the money was paid to was not received, we then had to make another payment to the company because the money had to be paid. We then requested a reversal being done from tymebank but a person has to call each an every time, they quick to take the reversal fee but not get to my case. I am so disgusted! And we have rent to see too... this is extremely stressful! Please can someone help