BillMatrix review: Refunds 1

I over paided $60 to Georgia Power and asked for a refund. Georgia Power told me they never received the payment because I requested a refund the same day. BillMatrix told me that they approved the refund and refund had already been returned to my debit card. The bank has not received that payment to this day. This began on November
1, 2021. It is now November 18, 2021. There's no one at BillMatrix who is interested in resolving this issue. Can some one help me with this problem?