Payjustnow bad service

I had a refund done and money was paid to my wallet and I withdrew the money on the 31st Dec and immediately after I received an email asking for a letter to confirm my banking details as they could not verify and I emailed the letter simultaneously and until today, I jave not seen my money. When I call the call centre the line is busy, I have emailed twice about my money no feedback back, this is unacceptable and pathetic