Poor service from pay just now

I have been waiting for pay just now to refund me since Monday,they are giving me a run around,and I have submitted all necessary documents for a refund still no answer from them. I tried to call them no is helping me, they keep on telling me tht the merchant must send an emil to them first then they will the refund, the emil was sent from Crocs at springfiel but nothing from Payjust now.