Thanks for coming back here, @francesca-elizab,

I want to make sure our engineers can look into this issue for you. The investigation shared by Reymond has been closed by our Team. Since you're experiencing the same issue with Paypay refunds, I suggest getting in touch with our Support Team.

They have the tools to escalate banking issues to our engineers. They are the ones who will look into the problem and see if there's a bug causing it or something else.

Reach us during our support hours from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays. To get a live rep, follow the steps below:

1. Go to the Help menu then select Contact us.
2. Enter the keyword Banking, Account Management and Billing in the What can we help you with? box.
3. On the next screen, scroll down to the Choose a way to connect with us section.
4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
   
5. When using the messaging option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you after filling in the information needed. See this:

When you're connected, provide all the information about your concern or request a viewing session with out representative.

Kindly update this thread with the result of the call, as I want to make sure everything is taken care of for you. Have a good one!