If we have processed a refund back to a cancelled card or closed bank account you may need to contact your card issuer to ask them to manually match the funds.
In this situation the funds will be sitting in an unallocated funds account. Or general ledger account.
The banks may call this different things but if you mention 'unallocated funds/general ledger' it should help them to understand what has happened.
It will help to provide the date / time and amount of the refund as they can use this to match up the money to you/ your account. If you need help with finding this information get in touch with us and ask for refund confirmation.
Please note that this is a manual process for the banks, but part of everyday banking. It usually sits with a specialist team.
If you have any further issues please contact your financial institution.