Hello Paisa Refund Never Received

I sent money to Zimbabwe using send money service offered by Hello Paisa more than a week ago and the recipient did not get the money, therefore I requested a refund and I was told that the refund will take 24 to 48 hours, which did not happen until today. I have been phoning the customer care number +*** since then, but everytime I call they keep on saying the refund will be processed today but nothing happens. I have tried to escalate this which was unfruitful. I am disgusted with this type of service and I have no way to get my money back. Can someone please assist urgently.