Mobicred bad service

I purchased an item through Take a Lot, the item did not work and I returned it in Dec. I received an email from Take a Lot acknowledging the return and they advised me that Mobicred declined the refund and I quote "Your refund request has unfortunately been declined by the financial service provider" Since the 28th Dec I have been trying to sort this out. I have received my Jan statement with no credit passed as yet, no response to my numerous emails and you cannot get hold of them on the phone. Appalling service!