A Solution should be provided for cross-border disputes

I’m honestly frustrated and disappointed with this experience.
 

I cancelled my subscription within 14 days and requested a refund and was informed that it was successfully processed. I received the confirmation email, the receipt, and the credit memo. On paper, everything shows that the refund has been completed.
 

However, because this is an international transaction and my bank is a Nigerian institution, my bank requires a proper traceable reference (a network-level refund code) to locate the funds.

I have explained this multiple times, yet I keep receiving the same response, that the refund has been processed and no additional information can be provided.

I have even been told directly that there is nothing more they can share.

 

So I have to ask:

Is this really how customers are treated?
 

If a refund has been processed, why is it so difficult to provide the necessary trace reference that allows a bank to actually confirm and credit the funds?
 

Why is it easy to debit a customer, but so difficult to properly support them when it comes to refunds?
 

Is it not possible to escalate this to a Payments or Finance team that can provide the correct settlement reference?
 

At this point, I regret subscribing and I would not recommend this service based on my experience.
 

I am not asking for anything unreasonable. I am simply asking for the correct information needed for my bank to trace and confirm the refund.
 

I would appreciate a proper escalation and a real resolution instead of repeated generic responses.