My apologies if the block has not been released.
We only pre-authorise your card and the block was released 35 minute after your transaction.
First, please double check that the money has definitely left your account (check the balance has changed) as online banking can look like there is a minus transaction when there isn't.
If the balance has changed it could mean that the bank hasn't release the transaction correctly. To correct this there are a 2 options:
1) It will release on it's own, usually the next day or definitely within 7 days.
2) You can telephone your bank. Please say: the merchant has released a pre-authorisation but the money is not available. You've spoken to the merchant and they have released the block and are not going to take the payment. They will then release the money immediately.
Occasionally, your bank will ask you to send a fax. If this is the case, let us know by emailing us at firstname.lastname@example.org and we will do this for you.
Apologies for the inconvenience, if is unfortunate when this happens.