Unfortunately, the only case in which we can't give you your money back is when the number or the Wifi Nauta account recharged are not correct. This subject is even specified in our refund policy.
The reason is that Cubacel does not refund Fonoma. Their point is that once the credit has been sent to another number or account, the balance can't be deleted after delivery.
For your future recharges, please, do always verify the purchase information (number/WiFi Nauta account, amount paid, amount that arrives in Cuba) bejore you access the payment, so that we can avoid unwanted situations.