Deposited money lost and customer service indifferent
I have opened a holding on the 21st of November. On the 26th of November my husband ordered a deposit into the holding from his UK bank. The deposit was never received. After a week and half of trying to understand, on the 6th of December, I was told that the problem is that the holding is not in my husband's name and the money should be either returned or my husband's bank or my husban should be added as a joint holder. I answered that I want him to be added. Since then the payment notice was removed from my pending payments, the money did not appear neither in my account nor in my husband's bank account, no body got back in touch regarding anything.
Today on the 10th, I called to understand more, and to my shock, someone who is not very sure what they are doing from the customer service told me that the transaction was cancelled on the 21st of November and the money should be in my husband's bank account. That's shocking because the fund was opened on the 21st, and the money deposit request was made on the 26th and the money was received on the 28th!
I am not sure what is happening, I tried to explain to the CS guy that I have to report to my bank (NatWest in the UK) that this happened so they can investigate further the company and check for fraud potential, but he was indifferent and told me that he will get in touch once he know something more, when I asked for a timeline, he said only " when I know more".
I am not sure what to do, the amount of money is large (big chunk of our savings) and I am new to goldmoney and was excited to be able to buy metals, but now even if things were solved, I don't feel my money is safe.