What you're saying is different from what your client is saying. According to him the money disappeared from the account. If the bank was holding the money the funds would remain locked on his account and show as pending. One of you two must be mistaken and I sincerely hope it's him.
A misunderstanding we've rectified over email as well as here. Sadly, from dealing with banks in 180 different countries, we know that not all of them display the correct status of transactions (charge, pending, authorization, refund etc.), which leads to frustration and misunderstandings like this one. A neat example of the middleman friction Blockchain technology is attempting to remove
