Mweb refund

Kgomotso here, a not so satisfied customer to Mweb. On the 03/03/2022 I made a direct payment to the mweb account at the Nedbank ATM only to find out that I was supposed to make a payment following the links sent to me via email. I called Mweb on the 17/03/22 and explained my situation and they requested the POP which I didn't get at an ATM, on my monthly statement it reflects but they don't want to refund me or credit my account for one month