Hotels.com Refund Not Received After Canceled Booking

Hello, we booked a hotel through Hotels.com and paid for one night. Upon arrival, we found that the hotel was out of service, so we had to cancel the booking. We requested a refund and received an email stating that it was processed on February 17th, but we have not received the refund yet. We urgently need your assistance as this is a time-sensitive matter. We have been unable to reach your customer service and have not received any updates.