BMO deducted money from my account but didn't transfer it

I am using BMO for a long time and I recently used their online banking to make payments from my BOM checking account to my BOM Mastercard account. But, after 5 mins of loading, it shows the payment status is failed yet money from my checking account is already debited. I have sent over 7 online messages to customer service and it has been over 10 days since the attempted payment. There is no word from customer service and the payment is still missing. This is the second time it has happened in the last 6 months and last time they said it was my fault as I transferred my money to an account that was closed 3 months before. They offer horrible services I won’t recommend them.