There must be ***** within

I cancelled my warranty with Motorite since I found out that it was only going to be active in 2024 so since I had already paid for it they were supposed to pay me a refund. Which they said they did and even emailed me a letter. So i took the letter and call my finance house and my finance house said there is no money in my account from Motorite. The consultant that i spoke to from my Finance house said I must email them the letter that Motorite sent to me and i did. He said that he does not recognize the account number there were only the last 4 numbers that could show on the letter and he said they definitely do not have an account ending with those numbers. They instructed me to get the full account number from Motorise of which I called Motorite and Tshepo that I spoke to said he will get back to me, he still hasn't. I sent an email as well on Friday for them to give me me a letter as requested by the Finance house. This was Friday 10:15 I still don't have that letter. everyone is investigating. How hard is it for a business to track a transaction that they made?