A balanced that should not be there

I have an outstanding balance of $888.74 on my metro account. Which terminated my services. When I called customer service, they told me my bank backed out of the payment. 1st off I checked my bank statements and none of them shows my bank sending back any money nor did I get an email about them backing out of my payment that was made October 2024. It is now January 2025, so how does a bank wait 3 months without notice to "back out" of a payment that went through? If metro is trying to play me out of my money and lying to me, I will take legal actions with proof of my transactions. This makes no sense at all to me. Y'all need to fix this.