Yoco NOT paying out transactions

When it works, Yoco is great! However, their server was recently down and a transaction went through on the client's side, but not on the merchant's side. In other words, a client paid for a service, but the payment is not showing up for the merchant. Yoco has not paid the merchant for the transaction despite evidence that the payment was went through for the client/customer. Yoco's customer service in response to this query has been stocking. They haven't taken responsibility and haven't honored the payment to the merchant.