Metwallet — Processing fee refund

Website:

www.arripayment.com/before-login

I have an account on Metwallet and it's the first time I try to cash out through gcash, the transaction Isa failed so I got the refund back of the money but I did not receive the refund of the processing fee. When I try to cash out directly to my bank and it was failed also, I got my full refund including the processing fee. Now I can't cash out because it's below 10usd now. Please refund the processing fee as soon as possible. Thank you!