Wallet money not being retrieve

I need my money back from Payjustnow it has been long, i have been sending emails and calls that end up not being answered, sent many communication regarding my refund that is in the wallet and i need those funds on my bank account. Payjustnow it has been an inconvience throughout. I trusted them but i will no longer be using it again. Their system is failing customers. I did the processes to retrieve my money through their wallet and it kept on saying that it doesn't recognize my face. How can it be like that when i am the rightful owner of the app? I struggled and i need them to refund me today.