ShopeePay Top Up Failed But No Refund

I tried to add money to my ShopeePay amount, but it didn't work, even though the money was taken out of my bank account. The money never showed up in my ShopeePay wallet, and it wasn't clear what the state of the transaction was. The amount that was taken out would be automatically refunded, but it's been days and there's been no refund or real update. When I called customer service to find out what was going on, they didn't say what went wrong or when the money would be sent back. This wait is making me worried, and I can't get to my own money.