Merchant refunds in Brazil

Hey there!
I’ve been having a problem in Brazil and I’m wondering if anyone has the same. Twice now the same merchant, a main car rental company in Brazil called Localiza has “refunded” some money to my Monzo account, which never arrived. They are able to show their receipts and authorization codes of the refund, but it doesn’t get to the account, and Monzo says we have to open a dispute with Mastercard. I was wondering if this is something that should be looked into, if it’s only me or this particular merchant. I’m wondering also if it’s because our debit cards go as if they were credit in Brazil.