Things work great until they don't

They appear to be the biggest online payment platform in SA supporting multiple online stores. Things work great until they don't. I have spent 3 weeks trying to get a refund for a failed transaction. They just don't read emails and always respond with scripted responses putting the burden of proof on the customer as if I chose to use their service!. Finally today they realized their issue and hopefully my refund can be processed. Pathetic service.