Miising information

My wife was looking at day end sheets and trying to balance a file. We found the entries on the statement but fund one half of the entry did not appear on the day end paperwork. When questioned Exploris did not know where the entry was. They assumed we entered it during day end and it went to the Black Hole. I assured them this was not the case and I want to know where it is the paperwork. It has to balance and it doesn't. To this point I have no respnse from Exploris. Great customer service.