Poor Customer Service

I have never experienced such poor service from PJN.

I paid for the items in store, money went off my account however, it was declined by the store.

I have been following up and have provided all the info they need also the email from the merchant instructing them to process the refund.

Today when I follow up, I have been just talking with bots that have been saying an agent will get back to me, and nothing.

When I call their landline, it says all agents are unavailable. Please advise how do we move forward from here.