Terrible service

I paid a large sum of money via ewallet. When I realized it was a ****, I tried to reverse it. It is still eligible for a reverse, but when I tried to reverse it, it said I have insufficient funds in my ewallet. I successfully transferred enough to cover their fee for reversing an ewallet payment, but it still says the same thing. I have messaged them through the app - no response. I have been on the phone for over an hour. First they transferred me to a line which is only open during business hours, so I was immediately cut off. I finally got through to someone who cut me off and didn't bother to call back. When I try to call on the secure call option via the app, it says that I am already on a call which I am not. I don't know what to do. Terrible service, and I will lose that sum thanks to that, which I don't accept.