Viamericas Money Transfer Customer Service Issues

Hello, I hope you're well. I need to ask for a favor. I am having issues with a money transfer I made to someone. The person who was supposed to receive the money cannot collect it due to a problem in the system. I went to the La Moreliana store in Ladys Island where I made the transfer two weeks ago. They mentioned that they need to confirm the delivery time to process a refund for the transfer, but despite multiple visits in the past two weeks, they have not provided confirmation yet. I urgently need this issue resolved as I require the funds. I appreciate any assistance you can offer. Thank you.