No refund after it was "processed"

Event was canceled by organisers and we were informed to email Tixsa for a refund. Initial email was sent 26 November and on the 27th of November I was informed that my refund will be processed and that it will take 3 - 5 business days. After that there was no communication. Sunday 4 December I sent an email as I have not received my refund yet and I was told that it was processed and I should give it until Monday even though the 3 - 5 business days was over on Friday. Now I am told that it was never processed through paygate and they only picked it up once I queried it.