No response when asking for refund

0 stars if I could.

I asked for refund on one of my email accounts of my voucher since their systems are down. They purposefully ignore my email for 6 days. I email them from another email with a random question to test this. They reply in less than 30 minutes and then continue to ignore me once I say i have not recieved a reply on my issue. I need to see a lawyer and also email regulatory bodies again regarding this.