Money refunded into paypal conveniently dissappears

<p>I bought various items through an international supplier using my pay pal account. twice i never received the goods so the supplier gave me a full refund back into my pay pal account. the supplier sent me confirmation and if i draw a transaction statement, the money was refunded to paypal balance, the statement also shows no other transactions however, my paypal balance is at ZERO and the money refunded to me is nowhere to be found. I emailed paypal in december 2016 and have not received a response to date</p>