Shocking shocking service regarding refund!

Hi am really upset with the level of service offered by Hyperli. I have been trying to contact them for the entire day only to get a response on live chat at 12 today from Kim. She was quite sincere and offered me a refund for my bad experience at Mangwanani Pivot. She then proceeded to send me a link for the refund of which i completed. I then received a email indicating that my request has been canceled. I want my refund and not in a voucher. For such a big company the level of service is shocking. Failure to ensure my refund is paif back into my credit will result in me contacting Hyperly CEO!