NCD Financial review: Refund

I received an email from NCD Financial after I inquired about my $99.99 refund:

“Our records show that the Refunds did not clear your bank. Do you have a block on your card or is the card you used no longer valid? The refunds were processed 3/5 but did not clear.”

I just got off the phone with the bank representatives regarding the debit card I used. They informed me that nothing was received to not clear and that there was no refund issued back to my account. They advised me to speak with the retailer. I am bringing a grievance against this business. My cancellation number is [protected].