Poor query Resolution

I have send money to one of my employees via the Ewallet Pro Business function to his card that was issued to him on the 31 July 2023 and is still trying to reached the correct section to assist in reversing the fund back into my account. I've spoken to several call agents but none was able to assist with this task. I've written emails to the, contacted the Client Services section but still no resolution or even a call back from the correct section