Mytrip.com complaint: Flights cancelled by airline, but my trip refuse refund, although airline have ed the refund has been processed.

I booked the flights on the website on the 041121 for the amount of £129.56.
I was informed by Ryanair on the 181121 that the flights had been cancelled.
I telephoned Ryanair regrading a refund about the flights and was informed that a refund to a card ending in …3991 for the flight YGKF4E was made on the 261121. This was not my card as I had paid via paypal to the company when booking the flights.

I then received an email from a member of the company; Sonu M informing me of the already cancelled flight. In her email she said :
Refund of the cancelled flight(s)
We can apply for a refund from the airline on your behalf. If the airline approves the refund, we will repay the refundable amount once received from the airline minus our assistance fee.

However on your website, it stipulates that:

Will I receive a refund if my flight is canceled?
If your flight has been canceled you should contact us or the airline for information about the ways of getting a refund. We can help you to apply for a refund from the airline. Once the airline has ed that you will receive a refund, we will refund the money to you.

We always comply with the airline’s regulations for cancellations and refunds. In many cases there are several airlines involved in the trip, and we need to have ation from each individual airline regarding what terms apply.

When the refund is made, we reverse the payment. If, for example, you paid with a card, we will repay the money to the same card. The repayment times are due to the airline’s processing times and we have no influence over these. We cannot be held responsible for any delays.

As I have already contacted the airline and they have ed that the refund has been issued, I don’t understand and do not agree with my trip charging me an assistance fee. I have not requested assistance from them. I have already ed with the airline, that the refund has been issued, yet they have not transferred the fees to my original payment method.

I spoke with one of their colleagues named Abishek on the 12122 at 0908, who informed me that they were not aware that the airline had cancelled the flights. This statement is false as one of their colleague Sonu M emailed me of the cancellation on the 011221.
Furthermore he said no refund was received from RyanAir, when RyanAir ed that the payment was refunded to the original payment card on the 261121.

He insisted that there would be an assistance fee if I was to ask them to refund the payment for a service they did not provide. This is now a legal issue as the assistance fee does not apply to me as I’m not cancelling or changing the flights as this was done by the airline. I have perused the entire FAQ section of the website and nowhere does it say that the customer pays an assistance fee if the airline cancels.

You quote on your website:

Alternatively, you may turn directly to the airline with your refund request. If you have made your ticket purchase with us, the airline will make a refund to us and we will process the payment to your original form of payment after receipt.

I requested to speak with the supervisor and Abishek informed me that a supervisor would call on the 120122 but no one did.
I called again on the 130122 and spoke with Bhavna at 1350 who said a request to speak to the supervisor had been noted and that someone would call me on the 130122 but no one did.

This is now a formal complaint and a request for my refund without your assistance fees for the full amount of £129.56