Direct Express complaint: Refund

I filed for a replacement card on the 24th of September 2021 I paid for two day express mail. My new card should’ve been delivered by UPS on September 27th Monday. I called direct express and was told the money would be refunded back to my account. The money wasn’t refunded back to my account so I called direct express on Tuesday the 28th of September I was told that that the department that handles refunds had declined to refund my money. After there employee had already said I was entitled to a refund. I was told again that I wouldn’t be getting a refund so I asked to speak to a supervisor. The supervisor said she would request a refund again because I was entitled to one. But she didn’t think they would be giving me one. Even though I had paid for two day express UPS. I’M ENTITLED TO THIS REFUND. And direct express shouldn’t charge for a service if their not going to follow though with it.