***** , not all money refunded

Cloned debit card, refused to refund all money.. After almost a week of trying to log a ***** that happens with my debit card finally i managed to get a reference after being send from pillar to post then on monday i received an email from Mathapelo Napo from Retail service recovery stating that charges have been reversed or refunded, i send email and later on another email but she ended up ignoring me, hence i ended writing this email, not alloney was refunded , can i ask why refunded this and leave other funds behind. Was it really necessary to ignore my emails cause they went directly to you.