Refund ticket STBMNJYO1

booked a return ticket for my daughter D Snyders. We then heard her practicals will end on Saturday. We ask to change the return date to one day earlier. Only after almost waiting for more than a day you called my daughter to inform her that it's fully booked. I then request a refund on ticket . Online and via WhatsApp. Up to today there was no refund. What is the reason for this? We did not breach your 6hr rule. I need an answer Ticket: STBMNJYO1

THANK YOU.