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Where Is My Refunded Payment?

On 10th November, I stayed at a hotel and the first night guaranteed was put on hold from my Payoneer account, to be refunded once I stayed. The hotel cancelled this 'hold' on 11th November, yet the amount, almost $100, is still showing as 'pending' on my Payoneer transactions with the hotel, so nothing has changed since it was taken. How long does it take for this money to return to my account, because it's been 9 days already! If it only takes moments for the money to come out, why does it take forever for it to be given back? How can I resolve this given that the Payoneer Customer Service is a rigid Ask A Question system that does not allow for personalised questions?!