OneCart not refunding Vodapay customers their wallet credits

I shop on OneCart through the Vodapay app - I have a credit balance in my OneCart wallet and have been trying for some time now to get my credit paid back to my credit card or into my bank account but every time I attempt this, the systems rejects the request and states transaction failed. When I complained about this to OnceCart, they said that it is a problem they are experiencing with all the Vodapay customers and they have escalated the issue to the IT department. Nothing has come of it. If it is a Vodapay problem, why does OneCart not contact Vodapay directly to sort out this issue??? Today I contacted Vodapay and the consultant I spoke to said that no problems with OneCart has been brought to their attention. I would appreciate Vodacom/Vodapay looking into this issue and resolving it as I and every other Vodapay customer who has credits in their OneCart accounts would appreciate their money back asap.