This can be tricky.
When we process a refund to an account that has been closed or cancelled, funds will generally be held in an “unallocated funds” or a “general ledger” account by the card issuer (bank).
You should contact your card issuer asap. They might use different terminology for this type of account but if you use the terms “unallocated funds” or “general ledger”, this should help them understand what happened. You might need to ask for a specialist team within the bank to help get to the bottom of this one. Normally this is a manual process (rather than an automatic one), so you will need to speak with the people that manage these processes inside each bank or card issuer.
You should make sure you have the specific date, time and amount of the refund to help match up the money to your account. If you need help finding this information get in touch with us here and ask for refund confirmation.