Product: Money transfer, virtual currency, or money service

On XX/XX/XXXX, I initiated XXXX ( XXXX ) XXXX payments to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) online bill payments. XXXX invoice was for {$11000.00} and XXXX invoice was for {$15000.00}. The total for both invoices was {$27000.00}. The next business day, XX/XX/XXXX, I cancelled both XXXX payments due to issues with the order. I contacted XXXX XXXX XXXX XXXX directly at XXXX and cancelled the XXXX over the phone with XXXX of their customer service agents. The money had already been withdrawn from the bank account at this point, but the agent told me that we would be receiving the money back within XXXX - XXXX business days. 

On XX/XX/XXXX I realized the money had never been refunded. I contacted XXXX again. I ended up being connected with the same young man who initially cancelled our ACH payment on XX/XX/XXXX. I spent XXXX hours on the phone that day with him. He stated he did not even have any record in their system of the initial ACH payment, the withdrawals, or any cancellation. I showed him our bank accounts using a screen share software, gave him the XXXX information of the other company XXXX XXXX XXXX XXXX which is through XXXX XXXX XXXX XXXX to make sure they did not receive the money. We contacted XXXX XXXX on a conference call to verify that they had not received the money by mistake. They stated they had not received payment. He opened case # XXXX and I sent through their online portal copies of the bank statements that showed the withdrawals by XXXX on our account on XX/XX/XXXX. I was told he would call me back the next day at XXXX AM to give me an update, however, no one contacted me so I called XXXX again and was connected with another agent. 

At this point, I had retrieved the trace numbers of the transactions from the bank ( XXXX ). They are as follows : Debit Amount : {$15000.00} - Trace ID XXXX Debit Amount {$11000.00} - Trace ID XXXX I provided this information to the XXXX agent on the phone, and again was on the phone for another XXXX hours having to explain everything all over again because there was no record in their system of the XXXX hour conversation I had the day before. The agent did tell me that XXXX uses CHASE BANK to process all of their payments, both XXXX and check. I was given another case # XXXX and told on XX/XX/XXXX that we would be receiving a refund in XXXX - XXXX business days. 

I contacted XXXX again on XX/XX/XXXX following up and making sure that our refund was being processed, and was told that it should be back in our bank in XXXX - XXXX business days. 

As of XX/XX/XXXX, today, the XXXX day of the XXXX business days promised by XXXX, XXXX money is still not back in our account and the money has not been refunded. We need assistance in tracking the money, finding out where it went, and receiving a refund from the company. I am also requesting any information about governmental oversight of XXXX party payment providers, specifically, what federal regulations are in place for these companies, and what kind of accountability do they have to the federal government. I am absolutely flabbergasted that a company can take {$27000.00} of someone's money and have no accountability for it.