ShopeePay Payment Failed But Balance Deducted With No Refund Update

I paid with ShopeePay on January 19, 2026, but the payment didn't go through, the money was still taken out of my account. The merchant never got the payment, but the money didn't get back into my ShopeePay wallet either. There was no clear update on the progress, only a misleading "pending" message with no explanation. I called customer service numerous times expecting a clear answer, but all I got were generic, copy-and-paste responses instructing me to wait. There is no defined schedule, no appropriate investigation, and no ability to talk to a professional support worker who can fix the problem. I need a transparent explanation of where my money is and a workable solution as soon as feasible.