Pathetic communication & suspicious activity

I sent my phone to Phonetradr and it did not sell for almost a year. I then contacted them to request that it be sent back to me. They informed me that I would need to pay for the courier, which I did. Then suddenly, the phone was sold. The timing was very suspicious to me. I want to request them to track my payment and I was initially told it would be done in 7 business days. Seven business days have long passed and still no payment. They don't ever pick up the phone, they rarely reply to emails and even the chatbot is not working. Not sure what the point of a phone number is on the website if they never pick up the phone.