Pay just now wallet refund

I have requested a refund from my wallet on 30 December. to date the monies haven't been refunded. I may have completed the process incorrectly but the monies never returned to my wallet and I have not been able to reach anyone via telephone, email or on their chat. in general I receive great service when purchasing on the Pay just now app, this is a first refund requested am am wondering if the refund process is a problem? Can anyone have this problem and can advise on how to sort the problem out