Poor Customer Service

One the 21st of July I returned a shoe that I bought from Steve Madden Eastgate the service I got unprofessional. I was told the shoe was returned and I’ll get my refund within 24hrs. Up until today I haven’t received any payment or wallet refund. Done a life chat with payjustnow and was advised to contact Steve Madden which I did on the 5th of August spoke to Tumi he advised that after 2 hours refund will be done to the wallet account. On the 6th of August I called Steve Madden advised that my wallet hasn’t been credited yet and the guy advised there’s nothing they can do on their side. Please can payjustnow intervene and credit the refund.