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i dont receive my refund and no support reply

hello
i sent two message to support without response
170202-013934 :الرقم المرجعي

i have a refund from paypal to my bank it have 12 days untill now and i see in my transaction its pending
when i receive this refund
detail:Pre-Auth Transaction-POS Signature Purchase PAYPAL 35314369001 GBR