Payments already included in an ABA file are re-appearing in the "To Bank" section of online banking

Hi, has anyone had this experience? We are using Reckon Accounts Hosted 2018 R2. Twice in the last month we have had payments that had previously been included in an ABA payment file reappear in the "To Bank" section of the online banking centre. I am wanting to send info to Reckon Support to ask them to look into the issue. Can anyone recommend the best email address to use? I have tried explaining it on the phone to Reckon previously, after the first incident, but I think emailing might be a better approach this time. I'm also very curious to hear if anyone else has ever had this happen.