Poor service

My child purchased a game and some cp on the Xbox game on my bank card he did not play the game nor used the CP .. so I contacted Microsoft I addere to the policy's of there refunds .. and my refunds was approved now I see it says refunds failed and the agents as much as they trying to help can not solve the issue I needed the funds back in my account by Thier rules 3 to 5 working days but nothing is happening I am very unhappy with Thier services and you can't get hold of refunds department to find out what the problem is why the refunds is declined but if you check on the Xbox profile they have taken back the game and the CP so how does that work