Club Factory — money not refunded since 3 months

I had ordered some stuffs from club factory app and i didn't like the material of two products, so i returned them. I got money in club factory wallet and i opted to transfer it to my bank account. The amount was $11.39. But i never received my money in the bank account! I spoke to them lots of time, but they never address it properly.

I don't have the chat records because they have erased the history. But if they have refunded, i want the proof from them.