Colive - Passbook balance deducted despite failed transaction

When I wanted to check into a new Colive property (Ironwood Bangalore), I tried using my Colive passbook balance (my deposit from a previous stay) which amounted to around *.*k. However, I cancelled the transaction midway as I had chosen the wrong payment method. To my surprise, the passbook balance was shown to be zero! I raised a service request (SR******). It was said that an expert has been assigned. But nobody was actually assigned. The Colive guy asked me to check in by paying the amount and said my passbook balance would get updated within two weeks. I paid the amount and entered the new property. However, the balance never came back to me. I made several calls and text messages to their customer care. Half of my calls went unanswered. Others were responded to, but I was only given assurances each time that the issue (a very simple one) would be resolved within *-* days, but it has never happened. I am fairly convinced now that Colive does not want to return my passbook balance. Please help.