Expertchat Refund Dispute After No Transaction Appears

I am experiencing an issue regarding a refund for a $29.99 payment I made through Expertchat using my card. I was told that the refund was processed on February 22 at 12:20 AM, but despite the time that has passed, no refund has appeared in my account and there is no record of the transaction.

To verify the situation, I sent multiple emails to Expertchat and also contacted my bank. My bank clearly stated that there is no record of any refund or incoming transaction. Despite this, Expertchat insists that the refund has been issued, but there is no refund reflected on my card statement—only the original charge appears.

I request that the payment be actually refunded and that I be provided with a clear and written explanation regarding the process.