Are other people finding with NZPost, it won't accept the address, even when you update it to their address? I'm having to use only Aramex as they accept the addresses, NZPZost doesn't

I applied for a refund of success fee as the buyer made no contact or payment. So I offered to the other bidder/watchers, which was accepted. So I tried to get 1st success fee refunded, only to be given msg that there was an issue being worked on. Is it really? Or just TM making it difficult to get refunds?