Www.justanswer.com keep taking R15 payments and then close their chat without connecting me with a doctor online as promised

There's a website of supposed dermatologists online. They ask for a R15 "refundable" fee. It took payment twice from my account and yet gave notice I didn't have enough funds. But my payment went off when I checked my bank app. I asked them about it and they kept asking me to fill out a new form and pay again! When I asked why I have to keep paying they closed the chat. Is this a **** operation?