Poor Service

I've been trying to get a refund to my account on a transaction that went through on the 22nd of August and was cancelled by Superbalist as they did not receive the the funds from PayJustNow. I was told there was an error on the transactions conducted on the day and I will be refunded my money. I have tried on numerous occasions to sort this out. When you call their customer service line it cuts as soon as you are number one. No one has bothered to follow up on my matter. Can I please have an urgent response as to when can I expect my refund.