REFUND STILL NOT REFLECTING ON MY WALLET

i cancelled the order with merchant. the merchant confirmed processing my refund to the original tender which is payflex on the 18th Septemeber 2024. 5 days later, my wallet still shows R0.00. i emailed *** and Kedibone just rep**** with a generic email that: Only when the merchant processes the cancellation, or return on their side will we be made aware of it. "The merchant may also decline the return and not process a refund in line with their returns policies. Until then and to be sure we do require our clients to continue paying their installments. This is to avoid penalty fees and a bad credit rating with Payflex."

i tried calling, the call just ends with machine lady saying no reps available to assist.. i am confused because the refund should reflect by now?