Accidental payment to closed account unresolved despite bank confirmation provided

i accidentally sent 82.32 $ to a closed account, reached out to have assistance on having this wrongful payment corrected and refunded however when calling no one at telus could confirm the payment had been received; agent stated - it happens all the time & they would escalate it - the back end would check to see if there was funds in limbo and it would be refunded within 10 business days if they claimed to have found it and obviously they are stating they didnt because 10 days passed and I still have no refund. My bank can confirm it was sent and received, i provided reference for the confirmation of the transfer sent and have not heard anything since my first call.