Hello Paisa, refund back the money

Hello,

I was sent some money from Sweden, but couldnt get it due to complaince or whatever,

Hello Paisa is saying the money isnt locked on their side, and cannot cancel and refund back the money, WorldRemit says the money is with Paisa in South Africa, and they cannot cancel.

I spoke with Yoanna Mpangala of Hello Paisa,

Please refund back the money to the sender immediately.

How hard is this?