Product: Credit card or prepaid card

I made a purchase for food delivery through XXXX XXXX on XX/XX/XXXX and on the same day XXXX XXXX agreed to refund me for {$21.00}. They sent me a confirmation of the refund they sent. I have been trying to call Payactive bank to resolve this and all any one of them does is yell at me and tell me they can not find this transaction. I first called on XX/XX/XXXX and someone sent me a statement showing transactions for that day because I could not see a statement of see the transaction through my app ( XXXX XXXX, Pay active ) and they could not find the transaction either .After the first time of calling them I called back XX/XX/XXXX and I was transferred 5 times to every department because all of the departments kept insisting that " a different department can help with this '' none of them we're able to find the transaction or help me so finally one of them gave me an email to send proof of the purchase. So I emailed XXXX on XX/XX/XXXX showing the date, last 4 of my card, amount of the charge, amount of the refund and where the transaction was made as well as XXXX XXXX them self 's saying they sent the refund. I called XXXX XXXX the same day and they were able to send me an email showing they refunded me. I then got an email on XX/XX/XXXX from the help desk email ( from pay active ) saying I needed to call in to make a verbal verification before they can help me further. So I called in today and of course, another guy proceeded to look up the charge and tell me he can not find it, ( which I already know ) so I explained that the help desk asked me to call in to do a verbal auth before they can assist me further. It does not state what a verbal auth would intel but after my phone call with this person today, it seems I'm just getting the run around and getting yelled at and told they can not find this transaction. I do not understand how they do not have record of this transaction anywhere and no one is caring enough to even look at my proof of purchase to try and figure this out. I understand that when merchants refund you, sometimes the charge will drop off as if you never made the purchase and you get your money back into your account but what's not making since to me is I am not seeing proof that the money came back to my account, usually you would see it under deposits or credits and what's really not making since is why pay-active can't even see this. I have had refunds before and my bank ( XXXX  ) can still see a history of credited deposits after this type of refund is made from a merchant. Pay active is not willing to look at my proof or try to help me. They just keep telling me they can't find the transaction, or I need to call the merchant or wait a few more days etc etc. It's been weeks. XXXX XXXX already did their part to refund me and I know this to be true because the transaction is not showing up ( because of how they refund ), but what I need to see is where my money went and payactive does not care enough to find this for me. The {$21.00} cents was not credited back to me. The question is no longer " if XXXX XXXX refunded me '' they obviously did, pay active needs to tell me where my money went or show proof that the money went back into my account.