IC solutions took the money off my card but it did not go to my account Nationwide

I have added 35.00 dollars onto my walmart card for ic soulations to put on my account. When my husband in virginia called me he could not get throgh i have spoken to a woman and sat up my account and gave her my card number the money was taken off my card but not into my account. when brought to their attention they refused to refund my money and said there was know trace of it in their system and it has not been recovered yet. I do not get to the internet alot and would like action to be taken upon this issue if it needs to be taken farther because i have the statement on my card stateing it was taking off for ic soulations this problem occured on January 3rd 2014.