Never got a refund that was promised via email

Hi,
I bought a yearly subscription at the beginning of the pandemic but pretty quickly realized that Doxy was not the right platform for me. In doing my 2020 taxes, I found that Doxy emailed me over a year ago to say that my refund was going to be posted within 10 days. It never appeared (as I just learned). Not sure what to do!

thanks for any ideas.