Bad bad customer payjoy service

Hi please help me with a query i have with a payjoy customer i was helping. Customer wants his deposit back as the payjoy couldnt happen due to payjoy app issues. I have sent proof of payment via payjoysupport, i have recieved a case number 3994 , said the customer will recieve his money in 5 working days. Its the 6th day today still nothing. Payjoy customer service is very poor