I'm not sure about why that happens, probably an issue with their node software. However, if it isn't appearing anywhere else, it probably has not been broadcasted by them to the network yet. You can try to do it manually, go to blockchain.info/tx/[insert TXID here]?format=hex and copy the entire string down. Next, go to
https://blockexplorer.com/tx/send, paste the entire string and it would be broadcasted to the network and you should receive a confirmation soon.
Bitcoins can never disappear.