Advice on Money Transfer with WireBarley

I sometimes transfer money from AUS to Overseas via WireBarley and been using this app for more than 4 years. I would say they are very reliable and on time until this time.

I transferred $300 via their app as per usual. Paid by PayID. Now look, usually the money will be marked as "paid" almost instantly. But this time, it marked as pending. I went back to my bank and check to make sure I had everything correct and yes, all looking good to me. 2 hours later, I check, still pending.

I submitted a ticket and get them to look at that. They get back to me later that night and asked me to send them a screenshot of my payment. I sent them.

A day later, which is 24 hours later, I checked again, still pending. I emailed the remittance again as they have not get back to me after sending them the screenshot of payment. They asked me to send them my bank statement from Monday 19/08 to Tuesday 20/08 to make sure no money was bounce back. I sent them.

48 hours later, I called my bank and the lady over phone follow up, said the money has been sent instantly because it was osko payment. To make sure nothing goes wrong, she will escalate this to her supervisor and offered to call back. She called me back and informed that at the date I paid by PayID (Monday), the money gone through and landed to their account. HOWEVER, 5 minutes later, the money started reverse back to my account but apparently it never landed. She gave me 2 transaction reference number.

I keep contacting the remittance and they said they gone through their bank account 3 times but not finding any transaction????

Until today, Thursday which is 4 business days later, They email me they will check with their treasury?

Now my question, the money should not be lost, am I right?

If the case both parties refuse to follow up, what should I do? Who do I report to? What is the chance of getting money back? Was thinking Australian Financial Complaints Authority (AFCA) for bank? and AUSTRAC for the remittance?

Thank you,