Hi Susana,
Thank you for contacting us and for your patience . I’m sorry to hear about the difficulties you’ve experienced in getting a refund. Nuvei is a payment service provider, and we assist only with inquiries from our merchants. Nuvei cannot refund or investigate on behalf of our merchants; they must contact us directly for a payment investigation. Please continue working with the merchant's customer support where you performed your transaction for direct assistance or a claim. If the merchant cannot assist you , you may contact your bank directly and your local authorities for assistance.
I hope this matter is resolved for you soon and I wish you the best of luck .
Best Regards,
Francine,
Nuvei Customer Experience
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