Business ProfileforSendwave

I use Sendwave to send money to family in the ***********. (Please see the bank statement that I uploaded for supporting documents) I attempted 2 transactions posted 3/28/2024. The 1st transaction of $18.14 was successful. I attempted a 2nd transaction for the amount of $27.21, but the transaction for some reason did not complete nor was there any confirmation on the Sendwave App that the money was sent. I attempted to retry the failed transaction but a drop down window appeared with a message stating "Do you wish to do a duplicate transaction of the same amount of funds to the same recipient." I was confused by this message as if the first attempt *** have gone through. I did NOT attempt to duplicate the transaction of $27.21 and waited to hear from the recipient if the money was received. The recipient never received the money from Sendwave. Yet on 3/27/2024 there was a pending charge on my Ridgewood Debit account of $27.21 and finally posted on 3/28/2024 and was confirmed by *********************** (********** branch, **************) that the merchant received the $27.21. I have contacted Sendwave about this issue. They kept telling me verbally on the phone, live chat and emails that they will escalate this issue with their Relevant teams and senior managers to investigate the problem. So far lots of talking and no action. I have uploaded the same bank statement as requested by Sendwave's ******** care agents. Two of the ******** care agents admitted seeing the charges of $27.21 and cannot justify any transactions on their end to match the $27.21 posted to my ***************** acct. This has been a very frustrating experience dealing with Sendwave to resolve this issue. A few agents advise me to contact my bank although I have told the agents that I have already contacted the bank and the charges were confirmed and sent to Sendwave. Sendwave refuses to resolve the issue for receiving money for services that were not rendered nor justified. Please Help.