Not honoring confirmed refund due to me

I communicated on the whatsapp platform with a consulant about my credit balance. The agent confirmed that the amount would be credited after 3 days. Today i have made contact with them as a follow up on the refund, now i am being probed for things where i initially followed up on my refund. Now i am being informed that i can get the refund because i am a VR customer? This was never mentioned, and it was expected of the consultant to have done due diligence when assisting me. I was told i was going to be refunded an amount, and i would like the service provider to honour it.

I have all the communication on whatsapp to evidence the discussions